Mastering Telephone Etiquette and Communication Strategies

Provided by

  • Duration 20 Hours
  • Price £39 + VAT

Enquire about this course

About the course

Description

This online training course is comprehensive and designed to cover the topics listed under the curriculum.

COURSE CURRICULUM

TEXT MATERIALS

MODULE BOOK 01 – TELEPHONE ETIQUETTE

  • Getting Started – Telephone Etiquette
  • Aspects of Phone Etiquette
  • Using Proper Phone Language
  • Eliminate Phone Distractions
  • Inbound Calls
  • Outbound Calls
  • Handling Rude or Angry Callers
  • Handling Interoffice Calls
  • Handling Voicemail Messages
  • Methods of Training Employees
  • Correcting Poor Telephone Etiquette
  • Wrapping Up – Telephone Etiquette

MODULE BOOK 02 – COMMUNICATION STRATEGIES

  • Getting Started – Communication Strategies
  • The Big Picture
  • Understanding Communication Barriers
  • Paraverbal Communication Skills
  • Non-Verbal Communication
  • Speaking Like a STAR
  • Listening Skills
  • Asking Good Questions
  • Appreciative Inquiry
  • Mastering the Art of Conversation
  • Advanced Communication Skills
  • Wrapping Up – Communication strategies

Method of Assessment:

At the end of the course learners will take an online multiple choice questions assessment test. This online multiple choice questions test is marked automatically so you will receive an instant grade and know whether you have passed the course.

Certification:

Successful candidates will be awarded a Mastering Telephone Etiquette and Communication Strategies certificate.

Who is this course for?
  • This course is perfect for anyone who is hoping to work in a call centre
  • This course would also be helpful for anyone working in an office, reception or customer service role
Requirements

Learners must be age 16 or over and should have a good grasp of the English language, literacy, numeracy and ICT.

Career path

This course could help you become:

  • Telemarketer
  • Telesales
  • Customer Service Advisor
  • Patient Support Advisor
  • Contact Center Operator
  • Call Center Agent
  • Claims Handler
  • Telephone Researcher

Enquire

Start date Location / delivery
No fixed date Online Book now

Related article

Could you be making CV mistakes that are sabotaging your job search? It’s quite possible, and easily fixed, by addressing these common CV mistakes.