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Best Practices for Screening Calls

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.

Runtime: 65 minutes
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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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
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More Program Information

Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

MP3 Download

No credit available.

OnDemand Course

This course was last revised on January 26, 2021.

Call 1-866-352-9540 for further credit information.

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     
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More Program Information

Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Marie R. Herman, CAP, OM, ACS, MOSM

Marie R. Herman, CAP, OM, ACS, MOSM

MRH Enterprises LLC

  • Owner, MRH Enterprises LLC
  • Supported Chief Technology Officer at Fermi National Accelerator Laboratory and Chairman Emeritus of ServiceMaster in her prior roles
  • Conducts regular seminars, workshops, and study groups on technology and professional development topics with a particular focus on office professionals
  • Published author of numerous articles including being regularly featured in Executive Secretary magazine
  • Microsoft Office Specialist Master
  • Certified Administrative Professional with an organizational management discipline
  • Member of the International Association of Administrative Professionals and American Society of Administrative Professionals
  • Can be contacted at [email protected] or on Twitter® @msmarieh
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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 408070
Published 2021
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