Course curriculum

  • 1

    Cover Page

    • Cover Page
  • 2

    Module One: Introduction

    • Introduction
  • 3

    Module Two: Aspects of Phone Etiquette

    • Aspects of Phone Etiquette
    • Module Two: Test
  • 4

    Module Three: Using Proper Phone Language

    • Using Proper Phone Language
    • Module Three: Test
  • 5

    Module Four: Eliminate Phone Distractions

    • Eliminate Phone Distractions
    • Module Four: Test
  • 6

    Module Five: Inbound Calls

    • Inbound Calls
    • Module Five: Test
  • 7

    Module Six: Outbound Calls

    • Outbound Calls
    • Module Six: Test
  • 8

    Module Seven: Handling Rude or Angry Callers

    • Handling Rude or Angry Callers
    • Module Seven: Test
  • 9

    Module Eight: Handling Interoffice Calls

    • Handling Interoffice Calls
    • Module Eight: Test
  • 10

    Module Nine: Handling Voicemail Messages

    • Handling Voicemail Messages
    • Module Nine: Test
  • 11

    Module Ten: Methods of Training Employees

    • Methods of Training Employees
    • Module Ten: Test
  • 12

    Module Eleven: Correcting Poor Telephone Etiquette

    • Correcting Poor Telephone Etiquette
    • Module Eleven: Test
  • 13

    Module Twelve: Conclusion

    • Conclusion
    • Final Course Exam