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A Provider of AIB Products Telephone Etiquette |
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Course Description: 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. 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 successfully completing this program, you 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 Course Credits: AIB: 0.25; ICB: 2.5 Prerequisites: None Required Software: None Optional Software: Adobe Acrobat Reader and RealPlayer Cost: Members $95 • NonMembers $130  Forms Page ... Registration ... Requests ... WithdrawalPBA Contact: Jackie Catalano • (717) 255-6939 • jCatalano@paBanker.com |
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