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Course
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Into ABA eLearning
AIB
Overview
AIB
Online Courses
AIB
Textbooks
TELEPHONE ETIQUETTE
Delivery Options: This course can be delivered in the classroom and
is also a self-paced online course:
Self-paced
online course - ABA
eLearning (length: 2 hours)
Price: $95 members; $130 non-members
Print
Registration Form Enroll
Online
This course is also
available at discounted prices under an annual license. A Learning
Extension is available for this course. Call or email for details.
Participant's
Handbook and Trainer's Guide -
Tools for in-house training
Handbook: Catalog #3005030
$36.75 member; $57.75 non-member
Trainer's Guide: Catalog #3005031
$95 member; $135 non-member
Publication
Order Form
Please note: Telephone Etiquette is printed on demand as ordered. The
Handbook and Trainer's Guide may not be returned.
Course Description: This course covers fundamental skills and
techniques for using the telephone effectively on the job. It spotlights
the importance of the telephone as a business tool and provides practical
tips and techniques for its effective use.
Audience: Branch and administrative office staff who answer
calls or make calls to customers and other bank staff. This is appropriate
for call center staff as an introduction to telephone skills. Consultative selling skills for call center employees is
specifically addressed in Tele-consulting.
Learning Objectives:
After completing this course,
students will be able to:
- Prepare for typical calls
you make and receive.
- Set up your work area to
support effective telephone communication.
- Use effective call greetings
as a caller and receiver.
- Speak with an effective
telephone voice.
- Use appropriate language
during telephone conversations.
- Use questioning and
listening skills that support effective telephone communication.
- Use an effective approach
to handle special telephone tasks like call transfers, taking
messages, call backs, holds, interruptions,
and unintentional disconnects.
Course Credit: AIB – 0.25; ICB – 0.00
For further information,
please call Elisa Legg at
212-297-1679 or elegg@nyba.com.
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