Telephone Etiquette and Techniques

Learning Unit 1: Customer Service Basics

• Understand what it takes to do your job professionally
• Service as defined by customers

Learning Unit 2: You As The Communicator

• Managing your voice
• Use professional service language
• Use of questions
• Use of empathic listening – levels of listening

Learning Unit 3: The Structure Of A Telephone Call

• The phases of a telephone call

Learning Unit 4: Develop Telephone Etiquette To Project A Professional Image

• Projecting yourself
• Put customer on hold
• Making an outgoing call
• Terminating a call

Learning Unit 5: Techniques In Handling Different Difficult Situations

• The approach to dealing with angry callers
• Ways to interrupt a talkative caller to refocus him/her on the issue
• The different methods of saying “No” when it is just not possible to accede to their requests
• Ways to get callers to work with you towards your proposed solutions