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1. The importance of telephone etiquette |
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Frame of mind
5 basic manners
Cushion words
Memo / Note taking |
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2. Answering incoming calls |
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The timing of answering the phone
Protocol of answering a call
Transferring calls
Answering a transferred call Role play |
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3. Putting through the call |
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When s/he is engaged on another line
When s/he is out for a meeting
When s/he is out Role play |
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4. Making a call |
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Organize yourself (5W3H)
Protocol of making a call Role Play |
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5. Dealing with trouble |
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If the other party doesn’t give her/his name
If you cannot catch what s/he said
Urgent calls
Dealing with complaints Role play |
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6. Leaving messages on an answering machine |
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What do you say? Organize yourself Role-play |
＊ Ideal class size: 5~10 pax |
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| What our participants say: |
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The course provided tips on the do’s and don’ts while using the telephone. Useful for the business context. |
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It was useful to understand proper telephone etiquette. |
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Well structured with good role play practices. |
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The courses were comprehensive and adequately detailed. |
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