Course Introduction
This course will help you improve your communication skills on the telephone by introducing you to various ways and means of politely answering the phone, how to come across as friendly and professional and directing calls and taking messages in style. You will also learn to master t he art of effective listening especially when dealing with difficult callers.
Course Outline
Key outcomes of this course include:
• Using other technology in the office
• How to deal with difficult Callers
• Handling incoming and outgoing calls
• How to properly take Messages
Telephone Etiquette Quiz
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Question 1 of 10
1. Question
1 points
Some examples of proper phrases to use on the telephone are – Correct
Incorrect
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Question 2 of 10
2. Question
1 points
Correct
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Question 3 of 10
3. Question
1 pointsWhat should you do to sound professional for each call?
Correct
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Question 4 of 10
4. Question
1 pointsImportant telephone etiquette skills are –
Correct
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Question 5 of 10
5. Question
1 pointsWhen fielding inbound calls it is important to –
Correct
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Question 6 of 10
6. Question
1 pointsAfter preparation for an outbound call, what is the next step?
Giving the person a reason for your call.Breaking the ice with the person.
Giving the person an incentive to stay on the telephone – such as a discount.
Starting the sales pitch or apology.
Giving the person a reason for your call.
Correct
Incorrect
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Question 7 of 10
7. Question
1 pointsWhat does proper etiquette demand if the caller is rude?
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Question 8 of 10
8. Question
1 pointsAfter calming an irate client down, the next step is –
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Question 9 of 10
9. Question
1 pointsWhat should you do when transferring calls?
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Question 10 of 10
10. Question
1 pointsWhat are the steps before placing someone on hold?
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Incorrect
Some examples of proper phrases to use on the telephone are – 
Giving the person a reason for your call.
Course Benefits
Being prepared when you take calls from customers reveals to them that you are serious and that you truly desire their patronage. Keeping customers waiting too long while holding on, speaking incoherently and illegibly, playing music in the background or speaking curtly/rudely to them can seriously harm the reputation of your business and is a sure way of chasing them away.
Impressions are lasting, and typically such impressions are created over the phone. A customer will evaluate your company by the tone and quality of the discussion. If you have the skills to wow your customers, this will end their search for alternative products or services.
When a call is responded to expertly, courteously, and warmly, and customers enjoy your products or services, they will return with repeat orders and recommendations. For an organisation, the telephone is frequently the very first and only point of contact it has with certain clients. and the quality of a call can make or break a company’s reputation and relationships.
Who should attend
This course is designed for the following individuals:
• General office staff such as, receptionists and secretaries.
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