Course curriculum

  • 1

    Introduction to Telephone Etiquette

    • Agenda.pdf

    • Why is Telephone Etiquette Important?

    • Proverb
  • 2

    Telephone Etiquette & Answering Procedures

    • Part 1

    • Answering a Call

    • Answering a call (contd.)
  • 3

    Speaking Style and Tone

    • Speaking Style and Tone.pdf

    • Speaking Style and Tone Contd.
  • 4

    Transferring Calls

    • Transferring Calls

    • Transferring Calls Contd.
  • 5

    Placing a Call on Hold

    • Placing a Call on Hold

    • Placing a Call on Hold Contd.
  • 6

    Answering Multiple Calls

    • Answering Multiple Calls

    • Answering Multiple Calls Contd.
  • 7

    Ending Calls

    • Ending Calls

    • Taking Messages

    • Taking Message 2.pdf
  • 8

    Phone Call Impression

    • Phone Call Impression
  • 9

    How to Handle Angry Caller!

    • How to Handle Angry Caller!

    • How to Handle Angry Caller Contd.

    • Dealing With Problem Customers
  • 10

    Do's and Don'ts

    • Do's

    • Do's Contd.

    • Don'ts
  • 11

    The Phonetic Alphabet

    • Phonetic
  • 12

    Assessment

    • Assessment