Management - Coaching
TELEPHONE ETIQUETTE

WHO SHOULD ATTEND
Administrative assistants, secretaries

OBJECTIVES
Teach participants rules for the proper use of the telephone.

PROGRAM OUTLINE

• Telephone communication problems:
  
  • problems related to memorization
    
  • problems related to interpretation
    
  • problems related to explanation
    
• Scenarios involving proper etiquette:
  A customer telephones and …
  technical support does not answer;
  your supervisor says he does not want to take the call;
  the computer repair department is closed when it should be open;
  your supervisor is stuck in traffic;
  your supervisor refuses to take any calls this morning;
  your supervisor always wants you to find out the reason for the call;
  etc.
  
• What do you say?

TEACHING METHOD
Role playing

SUPPORT MATERIALS PROVIDED AT END OF TRAINING
Scenarios

DURATION
1 day