{"product_id":"telephone-etiquette","title":"Telephone Etiquette","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Telephone Etiquette.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003ePhone etiquette is a highly valuable tool to have in an employee's skill-set, and our Telephone Etiquette course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce...\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Telephone Etiquette.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for digital marketers, SME owners, entrepreneurs, sales and marketing professionals and anyone responsible for online business growth.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003ePhone etiquette is a highly valuable tool to have in an employee's skill-set, and our Telephone Etiquette course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThrough our Telephone Etiquette course, participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this course a great investment.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Aspects of Phone Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePhrasing\u003c\/li\u003e\n\u003cli\u003eTone of Voice\u003c\/li\u003e\n\u003cli\u003eSpeaking Clearly\u003c\/li\u003e\n\u003cli\u003eListen to the Caller\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Using Proper Phone Language\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePlease and Thank You\u003c\/li\u003e\n\u003cli\u003eDo Not Use Slang\u003c\/li\u003e\n\u003cli\u003eAvoid Using the Term “You”\u003c\/li\u003e\n\u003cli\u003eEmphasize What You Can Do, Not What You Can’t\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Eliminate Phone Distractions\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAvoid Eating or Drinking\u003c\/li\u003e\n\u003cli\u003eMinimize Multi-Tasking\u003c\/li\u003e\n\u003cli\u003eRemove Office Distractions\u003c\/li\u003e\n\u003cli\u003eDo Not Let Others Interrupt\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Inbound Calls\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAvoid Long Greeting Messages\u003c\/li\u003e\n\u003cli\u003eIntroduce Yourself\u003c\/li\u003e\n\u003cli\u003eFocus on Their Needs\u003c\/li\u003e\n\u003cli\u003eBe Patient\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Outbound Calls\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Prepared\u003c\/li\u003e\n\u003cli\u003eIdentify Yourself and Your Company\u003c\/li\u003e\n\u003cli\u003eGive Them the Reason for the Call\u003c\/li\u003e\n\u003cli\u003eKeep Caller Information Private\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Handling Rude or Angry Callers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eStay Calm\u003c\/li\u003e\n\u003cli\u003eListen to the Needs\u003c\/li\u003e\n\u003cli\u003eNever Interrupt\u003c\/li\u003e\n\u003cli\u003eIdentify What You Can Do For Them\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Handling Interoffice Calls\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTransferring Calls\u003c\/li\u003e\n\u003cli\u003ePlacing Callers on Hold\u003c\/li\u003e\n\u003cli\u003eTaking Messages\u003c\/li\u003e\n\u003cli\u003eEnd the Conversation\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Handling Voicemail Messages\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEnsure the Voice Mail Has a Proper Greeting\u003c\/li\u003e\n\u003cli\u003eAnswer Important Messages Right Away\u003c\/li\u003e\n\u003cli\u003eEnsure Messages are Delivered to the Right Person\u003c\/li\u003e\n\u003cli\u003eWhen Leaving A Message for Others...\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Methods of Training Employees\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGroup Training\u003c\/li\u003e\n\u003cli\u003eOne-on-One Training\u003c\/li\u003e\n\u003cli\u003ePeer Training\u003c\/li\u003e\n\u003cli\u003eJob Shadowing\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Correcting Poor Telephone Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eScreening Calls\u003c\/li\u003e\n\u003cli\u003eEmployee Evaluations\u003c\/li\u003e\n\u003cli\u003ePeer Monitoring\u003c\/li\u003e\n\u003cli\u003eCustomer Surveys\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e \u0026gt; Telephone Etiquette\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14359715577919,"sku":"SSLU105","price":44.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260629483868,"sku":null,"price":193.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260629516636,"sku":null,"price":330.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU105_Telephone_Etiquette_1.png?v=1590012070","url":"https:\/\/www.ebsiamericas.com\/products\/telephone-etiquette","provider":"eBSI Export Academy","version":"1.0","type":"link"}