Telephone Techniques: Taking Calls

Handling a phone call is an important skill for any employee, and this elearning course, Taking Calls, will help you polish your phone manner and present a more professional image to callers. In this course we discuss how to listen to what your caller is saying and why it is important to have a thorough understanding of your company, its functions and who is responsible so you can direct the caller quickly and efficiently. You’ll learn what crutch words are and why it is important to avoid them, and why and when you should employ a smile while speaking on the phone. Finally, we will cover important closing strategies that will make your caller feel welcomed and appreciated.

Part of the Telephone Techniques series, this course includes a video, downloadable student materials and a short online quiz to check your comprehension.