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The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health and social care, education, local government, private and charity sectors. All our mandatory and statutory training programmes are externally peer-reviewed and accredited by the CPD Certification Service (CPDUK).
Telephone etiquette is the way you use manners to represent yourself and your business to customers via telephone communication. It includes the way you greet a customer, your body language, tone of voice, word choice, listening skills and how you close a call.
Our online Telephone Etiquette training courses will help participants improve their phone skills. It will make them more confident, improve sales, and help gain new customers while retaining current customers. A more confident employee is also one that is happier, and happier employees will produce more satisfied customers.
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Online Telephone Etiquette Training Courses - Telephone Etiquette Training E-Learning Courses with Certificates - CPDUK Accredited - The Mandatory Training Group UK.
Here at The Mandatory Training Group, we receive many enquiries about Online Telephone Etiquette training courses. We have listed some of these frequently asked questions.
Phone etiquette is the way you use manners to represent yourself and your business to customers via telephone communication. It includes the way you greet a customer, your body language, tone of voice, word choice, listening skills and how you close a call.
Professional phone etiquette requires that you first confirm the person is available. If they are: You connect the call. Introduce the caller to the other staff member. Then politely say goodbye, and disconnect from the call.
Tips for answering and handling calls professionally:
Answering telephone calls is an essential and crucial part of any business. If a call has been transferred from a colleague to yourself, answer the phone call promptly with your name. It will enable a personal and friendly greeting so the caller can gather whom they're talking to straight away.
Whether at work, at home, or on your mobile phone, always identify yourself at the beginning of all calls. When placing a call, always state your name along with the name of the person you are calling.
Telephone etiquette means being respectful to the person you are talking with and showing consideration for the other person's limitations. Also, allowing that person time to speak, communicating clearly and much, much more. Your voice must create a pleasant visual impression over the telephone.
If someone calls on another line or call waiting while you're on the phone (and the call does not go to voicemail or is answered by a live person), tell the caller you will call them back. The person you called first has priority. Follow up on all calls. If you promise information, call back within twenty-four hours.
Things to avoid doing when you answer the phone:
Ways to end a phone call professionally:
Here are some methods in answering the phone:
The receiver should always hang up first, never the caller. The caller called the receiver and should stay on the line until the receiver is satisfied that the call is complete. Never take calls in a meeting, theatre, conference, group conversation or other group activity where they are with real people.
No, it is not disrespectful. Regardless of whether you call, you need to know to whom you are speaking. If someone calls and does not immediately introduce themselves, I make it a point to ask, "To whom am I speaking?". If you are requesting politely, that's good enough.
If you are on the receiving end of someone's anger, keep in mind that hanging up is more about their discontent with themselves than with you, no matter what you think you may have said to be hung up on. Don't ignore the hang-up. Instead, insist on an apology the very next time you do happen to speak to them.
Here are ways to handle a patient phone call:
When you want to speak to a specific person, ask to talk to him or her with a polite question starting with 'may' or 'could'. For example "May I speak to Rachel Smith, please?" sounds a lot better than "I want to speak to Rachel Smith". Use polite questions when you are talking about the reason for your call, too.
It is essential to follow the basic telephone etiquettes. Our voice plays a vital role in creating an impression of our personality, education, family background, as well as the nature of the job we are engaged in. The person giving the information is called the sender and the second party is the recipient.
Effective communication skills, such as speaking, making eye contact and listening are essential because customers know that they are being heard. Also, concerns are not going in one ear and out the other of the person they are speaking to.
They should expect that employees will communicate coherently and professionally with customers every time they answer the phone. It involves being courteous, speaking with confidence, and engaging the customer in a manner that shows interest in their needs. And this will help improve customer loyalty.
The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health, safety and wellbeing, social care, education, local government, and many more.
On successful completion of each of the modules of Telephone Etiquette training courses, you may download, save, and print a quality assured continuing professional development (CPD) certificate. Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.
The CPD Certification Service (CPDUK) accredits all of our statutory and mandatory training courses as conforming to universally accepted Continuous Professional Development (CPD) guidelines.