Improve your experience. We are very sorry but this website does not support Internet Explorer. We recommend using a different browser that is supported such as Google Chrome or Mozilla Firefox.
Since much of today’s business is done over the phone and email, using correct telephonic and email etiquette is important! Phone, email, or text? Learn what communication method to use when.
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.
Finally, the course covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior.
By attending this ICL training course, delegates will be able to:
Develop a heightened awareness of the potential perils of digital communication
Master effective email structures to achieve clarity and successful communication
Learn to write for the reader, starting with effective subject lines
Make the most of 'email estate'
Carefully consider the email recipients
Learn to work within principles or 'rules of thumb' to ensure professional, clear & effective emails
Perfect grammar because it matters
Format messages for readability
Learn to write professionally and brand Broadcast emails
Learn to avoid senders regret by proof reading
Understand the concept of 'netiquette'
Master the inbox using some core principles and email functions
Leaving voicemail
Understanding what to say over the phone
Live-Online
Customer Care Managers
Call Centre Managers and Staff
Customer Service Employees
Receptionists
Any Employee Who Interacts With Clients
Telephone and Email Etiquette
Telephone Etiquette
Since much of today’s business is done over the phone, using correct telephonic etiquette is important! Before receiving or making a call, two important things to consider is:
Have a decent ring tone for official calls
Keep a book and a writing pen ready, with a glass of water
Seven steps for a good flow
General etiquette
Inter office phone etiquette
Voice Mail
Call waiting
Speaker Phone
Cell Phones
Placing someone on holds
General Etiquette
As soon as you receive a call first identify yourself with your name while answering
Return phone calls within 24hours and apologize for missing it and if it is late
Identify your self when you place a call say your name, the Company’s or the department you represent along with your designation.
Inter office Phone etiquette
Don’t hover outside a co worker’s cubicle
Don’t listen to others call, if you share cubicle and never comment on the conversation if you have ever heard it.
Voice mail
Outgoing message, greet, include your name and company’s name .
Let the caller know how to reach you in an emergency
Update your outgoing message . If you are going out of the office your message says so when you go away, state the date you‘ll be available and whether or not you’ll be calling/or for messages or whom to contact.
Call waiting
Unless you are expecting an urgent call and say so, its impolite to continually put someone on hold while you talk to another. Say politely . Take the other call explain you are on another line and will be back.
Speaker phones
Good when you are on conference call with several people, else it annoys the other person whose voice is broadcast.
Use it sparingly and always tell the person on the other side that speaker phone is on.
Cell phone.
Be away from public area.
If you must take or make a call keep it short and sweet. Never switch on the music via Fm or recorded during office hours
Never use colleagues phone to call your assigned client, as your number may not be stored.
Switch off your phone before you enter the meeting hall or while you talk to your seniors
Placing someone on hold
Make sure as for good reason like pulling a document. Ask permission to hold the call
Never keep the call on hold for more than a minute. When you are back thank the person for holding the call
Email Etiquette Training Course - Lesson 1 Introduction
|
Email Etiquette Training Course - Lesson 2 Introduction to Email Etiquette
|
Email Etiquette Training Course - Lesson 3 Create Structure for Success
|
Email Etiquette Training Course - Lesson 4 Rules of Thumb
|
Email Etiquette Training Course - Lesson 5 Grammar Perfect
|
Email Etiquette Training Course - Lesson 6 Formatting your Email Message
|
Email Etiquette Training Course - Lesson 7 Broadcast Emails
|
Email Etiquette Training Course - Lesson 8 Proofreading Does Pay
|
Email Etiquette Training Course - Lesson 9 Polishing Your Cyber Manners
|
Email Etiquette Training Course - Lesson 10 Netiquette Guidelines
|
Email Etiquette Training Course - Lesson 11 Managing Email Overload
|
Email Etiquette Training Course - Lesson 12 Examples
|