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Telephone Etiquette

£25.00 (exc. VAT)

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Category
Description

The aim of this module is to provide the learner with the knowledge and skills necessary to proficiently manage the principles of effective telephone communication.

This module will cover:
  • Understanding the significance of professional telephone skills.
  • Exploring communication etiquette and its associated challenges.
  • Techniques and tips to effective questioning and call management.
On completion of this module, learners will be able to:
  • Understand the significance of practicing good etiquette when addressing customer service calls.
  • Identify various communication challenges that telephone conversations may present.
  • Explain principles of customer service telephone etiquette and proficient questioning techniques.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes
Introduction

TOPIC 1: THE IMPORTANCE OF PROFESSIONAL TELEPHONE SKILLS
The Importance of Professional Telephone Skills
Benefits of Professional Telephone Etiquette
Anticipating Customer Needs
Summary
Knowledge Check

TOPIC 2: COMMUNICATION
Communication Challenges
Building Rapport and Information Gathering
Summary
Knowledge Check

TOPIC 3: CUSTOMER SERVICE TIPS & TECHNIQUES
Customer Service Etiquette Tips
Questioning Techniques
Closing a Call
Summary
Knowledge Check

END OF LEARNING MODULE
End of Leaning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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