Southeast Regional Center for Financial Training, Inc

AIB Telephone Etiquette (AIB-4814)    

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Telephone Etiquette covers fundamental skills and techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.

Delivery Options

Self-Study and Self-Paced Online.

Audience

Branch and administrative office staff who answer calls or who make calls to customers and other bank staff. This course is appropriate for call-center staff as an introduction to telephone skills.

Learning Objectives

After completing this course, students will be able to:

• Prepare for typical calls
• Set up work area to support organized telephone communications
• Use professional call greetings
• Use appropriate language and voice inflection during telephone conversations
• Use questioning and listening skills that support effective telephone communication
• Handle special telephone tasks professionally
• Use effective skills when working with technology tools

Enrollment Form

Download and print an enrollment form from here, complete and fax to 904-354-1834.