Telephone Etiquette PLR eBook Course

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Module One: Getting Started

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this workshop, participants should be able to:

Define records and archives

Analyze records in context

Classify records

Understand different systems

Maintain and convert records

 

TELEPHONE ETIQUETTE OUTLINE:

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan
Module Two: Aspects of Phone Etiquette
  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Module Two: Review Questions
Module Three: Using Proper Phone Language
  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t
  • Case Study
  • Module Three: Review Questions
Module Four: Eliminate Phone Distractions
  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study
  • Module Four: Review Questions
Module Five: Inbound Calls
  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Module Five: Review Questions
Module Six: Outbound Calls
  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Module Six: Review Questions
                                                                            Module Seven: Handling Rude or Angry Callers
                                                                            • Stay Calm
                                                                            • Listen to the Needs
                                                                            • Never Interrupt
                                                                            • Identify What You Can Do For Them
                                                                            • Case Study
                                                                            • Module Seven: Review Questions
                                                                            Module Eight: Handling Interoffice Calls
                                                                            • Transferring Calls
                                                                            • Placing Callers on Hold
                                                                            • Taking Messages
                                                                            • End the Conversation
                                                                            • Case Study
                                                                            • Module Eight: Review Questions
                                                                            Module Nine: Handling Voicemail Messages
                                                                            • Ensure the Voice Mail Has a Proper Greeting
                                                                            • Answer Important Messages Right Away
                                                                            • Ensure Messages are Delivered to the Right Person
                                                                            • When Leaving A Message for Others...
                                                                            • Case Study
                                                                            • Module Nine: Review Questions
                                                                            Module Ten: Methods of Training Employees
                                                                            • Group Training
                                                                            • One-on-One Training
                                                                            • Peer Training
                                                                            • Job Shadowing
                                                                            • Case Study
                                                                            • Module Ten: Review Questions
                                                                            Module Eleven: Correcting Poor Telephone Etiquette
                                                                            • Screening Calls
                                                                            • Employee Evaluations
                                                                            • Peer Monitoring
                                                                            • Customer Surveys
                                                                            • Case Study
                                                                            • Module Eleven: Review Questions
                                                                            Module Twelve: Wrapping Up
                                                                            • Words From The Wise
                                                                            • Review Of The Parking Lot
                                                                            • Lessons Learned
                                                                            • Recommended Reading
                                                                            • Completion Of Action Plans And Evaluations