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Sponsored by Lorman Education
Product ID: 408070EAU
 
Credit & Course Provided by:

Best Practices for Screening Calls

OnDemand Webinar (65 minutes)

Learn techniques for screening out unwelcome callers and ensuring that valued clients are speaking to the most appropriate individual.Phone calls are just another part of the job for the assistant/gatekeeper. Learning how to screen phone calls without offending the caller is a critical skill when we are trying to protect our executive's precious free time. This topic will help you to better incorporate general business phone etiquette into your conversations while also practicing techniques for screening out unwelcome callers and ensuring that valued clients are speaking to the most appropriate individual to address their needs. We'll also cover the common limitations and issues that can arise with phone calls, from feeling like we might need to lie to cover for a boss who is not returning calls to handling irate callers. This information will help you feel inspired to rise to this challenge with new tools in your arsenal.

Authors

Marie R. Herman, CAP, OM, ACS, MOSM, MRH Enterprises LLC

Agenda

General Business Phone Etiquette

• Overall Considerations for Phone Etiquette in Business

• The Conversation You Need to Have With Your Boss up Front

• Identifying Who Makes "the List"

The Process of Screening Calls

• Providing Excellent Customer Service on the Telephone

• Respectfully Identifying the Caller

• Clarifying the Caller's Purpose and the Best Person for Them to Speak With

Special Considerations for Salespeople

• What It Means to Be a Gatekeeper

• Common Techniques That Salespeople Use to Get Past Gatekeepers

• Effective Methods of Obstructing Salespeople

Challenges of Screening Calls

• Common Limitations and Issues With Phone Calls

• Providing a Response Without Compromising Your Moral Values

• Dealing With a Wide Range of Personalities on the Phone