Telephone and Email Etiquette

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Telephone and Email Etiquette

Description

Phone, email, or text? Learn what communication method to use when. Our Facilitator starts with email, explaining everything from setting up signatures to striking the right tone. She also explains how to best use autoresponders, acknowledge receipt of an email, and follow up on unanswered email. The lessons help viewers evaluate their own email communications, ensuring that the recipients won't misinterpret them in any way.
Next up is text etiquette, including what and what not to say in a text message. The facilitator then looks at common business communications like letters, requests for payment, and thank-yous, and how to make action items communicate the right level of urgency.
At last, the training covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior.

Objectives

By the end of the training, participants will be able to:

  1. Develop a heightened awareness of the potential perils of digital communication
  2. Master effective email structures to achieve clarity and successful communication
  3. Learn to write for the reader, starting with effective subject lines
  4. Make the most of ’email estate’
  5. Carefully consider the email recipients
  6. Learn to work within principles or ‘rules of thumb’ to ensure professional, clear & effective emails
  7. Perfect grammar because it matters
  8. Format messages for readability
  9. Learn to write professionally and brand Broadcast emails
  10. Learn to avoid senders regret by proof reading
  11. Understand the concept of ‘netiquette’
  12. Master the inbox using some core principles and email functions
  13. Leaving voicemail
  14. Understanding what to say over the phone

Who is this Training intended for?

  1. Customer Care Managers
  2. Call Centre Managers and Staff
  3. Customer Service Employees
  4. Receptionists
  5. Any Employee Who Interacts With Clients

Training Content
Telephone Etiquette

  1. General etiquette
  2. Inter office phone etiquette
  3. Voice Mail
  4. Call waiting
  5. Speaker Phone
  6. Cell Phones
  7. Placing someone on holds

Training Content
Telephone Etiquette

  1. Introduction to Email Etiquette
  2. Create Structure for Success
  3. Rules of Thumb
  4. Grammar Perfect
  5. Formatting your Email Message
  6. Broadcast Emails
  7. Proofreading Does Pay
  8. Polishing Your Cyber Manners
  9. Netiquette Guidelines
  10. Managing Email Overload
  11. Examples

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