Phone and Email Etiquette

 Telephone Courtesy Pays Off

Course description:  At one time the telephone was thought of as THE tool in providing customer service. Now, with other forms of communication like the internet, the telephone and how it is used is sometimes taken for granted.  In this session we will look at the fundamentals of using the telephone as a communication and service tool.

Vendor:   ATW Training & Consulting, Inc.
Length:  ½ day
Minimum/Maximum participants: 15/30

Objectives:  After participating in this session participants should be able to:

• How to courteously put a caller on hold
• How to effectively use voice mail
• How to handle angry customers on the telephone
• How to handle diverse customers on the telephone 

Email Essentials

Course description:  The average business professional in North America receives 50 or more e-mail messages per day and spends at least 38 minutes replying, sorting and managing those e-mails. How many do you receive? How much of your time at work is dedicated to e-mail management? The reality is e-mail has become a major part of our business world.  In this session we will explore the fundamentals of using email as a communication tool. 

Vendor:  ATW Training & Consulting, Inc.
Length:  ½ or full day
Minimum/Maximum participants: 15/30

Objectives:  After participating in this session participants should be able to:

• Know when and when not to use e-mail.
• Create an effective e-mail message.
• Understand legal issues to consider when using e-mail.
• Manage incoming and outgoing messages.

To inquire about the vendor services, please call 515-294-4800 or email us at hrslandd@iastate.edu.