Telephone Etiquette

Test Outline


Answering Phones
Closing
Identification
Opening
Communication
Barriers
Caused by Receiver
Caused by Sender
Fundamentals
Message Delivery
Customers
Handling Customers
Irate Customers
Types
Equipment and Terminology
Background Noise
Customer Service
Policies and Procedures
Proper Use
Handling the Call
Problem Identification
Resolution
Restating
Listening
Active
Barriers to Effective Listening
Developing Listening Skills
Passive
Professionalism
Appropriate Language
Placing on Hold
Taking Messages
Transferring Calls
Telephone Equipment
Background Noise
Telephone Personality
Attitude
Quality
Voice
Volume

 

Go Back