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Telephone Etiquette is a practical and interactive course, which covers fundamental skills and techniques for using the telephone effectively on the job. It highlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use. A participant manual is provided for notes and a great resource for future use.

By the conclusion of this course participants will be able to:

• Recognise the difference between exceptional and average customer service
• Understand the benefits of achieving a positive lasting impression with the customer
• Prepare for typical calls you make and received
• Use effective call greetings as a receiver and caller
• Speak with an effective phone voice
• Use appropriate language during telephone conversations
• Communicate effectively with both internal and external customers
• Use an effective telephone approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects.
• Structure calls in a professional manner using call management techniques
• Discover the destruction of negative language on our customer’s and future relationships.
• Utilise listening, questioning and silence techniques to manage calls
• Understand your customer’s expectations and how to meet them

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