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AIB TELEPHONE ETIQUETTE
Course Description:
Telephone Etiquette 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 who make
calls to customers and other bank staff. This course is appropriate for
call-center staff as an introduction to telephone skills.
Learning Objectives:
After completing this course, students will be able to:
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Prepare for typical calls
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Set up work area to support organized telephone
communications
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Use professional call greetings
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Use appropriate language and voice inflection during
telephone conversations
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Use questioning and listening skills that support
effective telephone communication
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Handle special telephone tasks professionally
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Use effective skills when working with technology
tools
Course Credit:
AIB - 0 ; ICB - 2.5
Delivery Methods:
This course is available in the following formats:
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