Quick Look Course Summary:Telephone Skills & Etiquette Course
  • Next Public Course Date:

  • Length: 1 day(s)

  • Price (at your venue): 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT

  • Certification Type:Accredited

  • Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.

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Telephone Skills & Etiquette Course: Introduction

Try this – call five companies at the number listed as the main number. The receptionist or switchboard operator will answer, this is if a machine doesn’t answer. Of the five companies, see how many receptionists answer and speak clearly – identifying themselves and their company and asking you for the reason of your call. Sadly, you probably won’t understand four of them. Telephone skills are largely overlooked – because who can’t answer a telephone? Yet, this is the voice of the company. Sales, marketing, clients all depend on the voice of the company being clear and professional. Our course in telephone etiquette will give participants the tools to sound professional, courteous and efficient.

Telephone Skills & Etiquette Course :Course Outline

1. Introduction
Company Image
Different communication styles
Elements of Speech

2. Customer Focus
Being Friendly and Polite
Needs and Benefits of Customer Service
Cultivating a Service Attitude
Assisting Customers
Handling Difficult Clients

3. Telephone Communication
Techniques to communicate successfully
Increasing Productivity
Time Management

4. Technology
Telecommunication Technology
Telephone Aids
Telecommunication Tools

5. Telephone Etiquette
Do’s and Don’ts
Transferring calls

6. Dealing with Difficult clients
How to deal with difficult callers successfully
Common Mistakes
Delivering and receiving constructive feedback

7. Incoming and Outgoing Telephone Calls
Effective questioning techniques
Establish the customer’s needs
Listening skills and building rapport
Creating a positive impression of the company

8. Taking Messages
Accuracy and Effectiveness
Following up

9. Practical Skills Application

Telephone Skills & Etiquette Course: Course Duration

1 day/s

Who should attend: Telephone Skills & Etiquette Course

This is a general employee course, also for managers.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

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