"Telephone Skills"

Course Topic: Telephone Skills

Duration: 4 hours

Course Outline:

• How to answer the telephone
• How to determine customer needs
• Putting people on hold
• Dos and don'ts
• Email Etiquette

Competency to be achieved: Upon completion of this section, student will be able to answer the telephone with professionalism, how long to put someone on hold for, proper email language and formats and they will be able to determine customers' needs as well as gather the proper information.

Evaluations: Instructor will observe the student completing the task and also be required to complete an assignment one evening.

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