Effective Telephone Communication

Course Number: ETC1

Course Code: ABA 016

Covers fundamental skills and techniques to use the telephone and cell phone professionally. Emphasizes the importance of the telephone as a technology tool, and provides practical guidelines and practices for its effective use in common business settings.

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.

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

Prerequisites: n/a

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Member Price: $95.00
Non-Member Price: $135.00
Textbook Charge: $0.00

Credits: 0.25

Length: 2 hours

ABA Training