Online Courses, Online Classes, Online Learning, Distance Learning, Online Management Courses Online Training Provider
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WODIA TRAINING INSTITUTE (WOTI)
MANAGEMENT TRAINING AND SKILLS DEVELOPMENT
WOTI COMPLEX
Online Courses, Online Learning, Online Education, Online Classes, eLearning in Telephone Etiquette
--- Online Learning Just in the comfort of your Home. Access Up to 140 Courses
Self-Paced Home Study, Online Courses
with Accredited Certificates
Home Study, ELearning, Online Courses, Classes to Enhance Your Career,
Personal Development, Sales and Workforce in Business and Management
Develop yourself, improve your management skills, promote
efficiency, sales and acquire leadership competence with
online learning that enhances you Skills and Knowledge.
STEPS TOWARDS ENGAGING IN ONLINE LEARNING
Step 1- Access up to about 140 Courses in Soft Skills including Administrative Skills, Career
Development, Human Resources, Personal Development, Sales and Marketing and also
Information Technology in Microsoft Office.
Step 2. Pay the sum of N80,000 ( eighty thousand Naira only ) per head for Four Months.
Step 3- Access 140 courses for Four Months. Learn, Practice, Take Notes, Improve your Skills.
Step 4- Choose the 6 courses you would wish to obtain Certificates.
Step 5- Obtain your Certificates after successful completion of the 6 courses within
Four Months.
Step 6- Become more creative, strategic, organized and confident with enhanced knowledge
in Administration, Information Technology, Leadership, Marketing, Project and Human
Resource Management. These will lead to Career Advancement, Personal Development that
will strengthen your knowledge in Business, Management and Microsoft Office Skills.

Copyright 2007-Till Date@thewodia.org
Telephone: +234 (0)8023079485;
+234 (0 8133754358
Telephone Etiquette Outline:
Module One: Getting Started
Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan
Module Two: Aspects of Phone Etiquette
Phrasing
Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study
Module Two: Review Questions
Module Three: Using Proper Phone Language
Please and Thank You
Do Not Use Slang
Avoid Using the Term “You”
Emphasize What You Can Do, Not What You Can’t
Case Study
Module Three: Review Questions
Module Four: Eliminate Phone Distractions
Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt
Case Study
Module Four: Review Questions
Module Five: Inbound Calls
Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study
Module Five: Review Questions
Module Six: Outbound Calls
Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Case Study
Module Six: Review Questions
Module Seven: Handling Rude or Angry Callers
Stay Calm
Listen to the Needs
Never Interrupt
Identify What You Can Do For Them
Case Study
Module Seven: Review Questions
Module Eight: Handling Interoffice Calls
Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study
Module Eight: Review Questions
Module Nine: Handling Voicemail Messages
Ensure the Voice Mail Has a Proper Greeting
Answer Important Messages Right Away
Ensure Messages are Delivered to the Right Person
When Leaving A Message for Others...
Case Study
Module Nine: Review Questions
Module Ten: Methods of Training Employees
Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study
Module Ten: Review Questions
Module Eleven: Correcting Poor Telephone Etiquette
Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations.
ONLINE COURSE, ONLINE CLASSES, ELEARNING
COURSE CONTENTS OF
TELEPHONE ETIQUETTE