Etiquette Essentials

First impressions count – a lot. It all begins with how we answer the phone. Your employees will start off on the right foot with your customers after taking our Etiquette Essentials web seminars. Review the intended audience of each option and select the web seminar that best fits your employee’s work environment!

Option A: Etiquette Essentials from Start to Finish – Part 1 & 2

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Audience: Employees who work with customers primarily by phone
(For Receptionists & Front Desk Staff, see Option B)

In Etiquette Essentials your staff will learn:
•  The best greeting to make a positive first impression
•  To turn that first impression into a positive lasting impression
•  Call control, placing callers on hold, and call transfer techniques
•  Subtle habits that can damage relationships with callers
•  Call wrap-up techniques that will leave your customer smiling

Key Concepts:
•  Transaction & Interaction
•  The Best Greeting
•  Controlling the Flow of the Call
•  Placing Callers on Hold
•  Transferring a Call
•  Wrapping up the Call

Length: Approximately 20 minutes each (Part 1 & 2)

Option B: Etiquette Essentials from Start to Finish for Receptionists (“One Great Reception”)

Watch a demo!

Audience: Employees who work with customers face-to-face, as well as over the phone

In Etiquette Essentials for Receptionists your staff will learn:
•  Key concepts for the vital role of reception and hospitality
•  The best greeting to make a positive first impression
•  To turn that positive first impression into a lasting impression
•  To control the call while ensuring the caller feels welcome
•  Steps for expertly transferring calls to the right person or dept
•  To answer multiple lines while handling face-to-face visitors
•  To juggle these duties while providing great customer service

Key Concepts:
•  Employer & customer expectations
•  Key reception concepts & the importance of the receptionist role
•  The best greeting for callers & face-to-face visitors
•  Quickly assessing customer need and guiding the interaction
•  Announcing callers to co-workers
•  Placing callers on hold
•  Handling multiple incoming lines
•  Effective call screening
•  Handling visitors & callers simultaneously

Length:  Approximately 25 minutes