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Quick Look Course Summary:Telephone Skills & Etiquette Course
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Next Public Course Date:
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Length: 1 day(s)
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Price (at your venue): 1 Person R 4,811 EX VAT 3 Person R 3,654 EX VAT 10 Person R 2,719 EX VAT
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Certification Type:Accredited
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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
Professionalism
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
Manners
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.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Frequently Asked Questions
Is this course accredited?
BOTI offers a mix of SETA-accredited, internationally-certified (VMEdu) and non-accredited skills-programme courses. Please confirm a specific course's accreditation status with us when you enquire. All delegates receive a certificate of completion.
Can this course be delivered in-house at our premises?
Yes. Every BOTI course can be delivered on-site at your offices anywhere in South Africa, or at a scheduled public venue, and can be customised to your team and industry.
How do I book or get a quote?
Use the enquiry form on this page for a tailored quote, or call 011 882 8853 / email [email protected]. The course length and next public course date are shown in the Quick Look summary.
Can this training count towards our B-BBEE scorecard?
Yes - skills development training can contribute to your B-BBEE scorecard, and where learnerships apply you may also access SETA grants and the Section 12H tax allowance. Ask us how to structure it for maximum points.
Do you tailor the training to our industry?
Yes. Our training is built around your business, using practical, real-world examples relevant to your team and sector.