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.
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