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Quick Look Course Summary:Reception And Telephone Etiquette Training – BOTi Essential 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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    Course Introduction

    In this course we teach you to develop exceptional skills related to working with and talking to others.  This workshop willl help you define and understand call centre strategies.  We will teach you to idenfity the different types of buying motivation and we also link this course back to our soft skills course methodology by teaching the SMART (Specific Measurable Attainable Relevant Timebound) method to create and attain goals.  Effective communication and telephone etiquette are the cornerstone principles that we will upon.

    Course Outline

    DAY 1

    Telephone skills and Etiquette

    • Introduction to Telephone Communication
    • The Importance of Answering Calls in a Professional Manner
    • Company Image
    • Different Communication Styles
    • Elements of speech – Pronunciation

    Customer Focus

    • A Polite and Friendly Image
    • Needs and Benefits of Customer Service
    • Cultivating a Service Attitude
    • Assisting Customers with Requests
    • Handling difficult callers

    Communicating on the telephone

    • Build Customer Loyalty
    • Communicating successfully with the caller
    • Telephone Time Management

    Technology

    • Teleconferencing
    • Telephone aids
    • Telephone toolkit

    Telephone Aids

    • Hands-free
    • Recording
    • Bridges/Conferencing
    • Other

    Telephone Etiquette

    • Good Telephone Manners
    • Transferring and holding calls correctly
    • Do’s and Taboos

    Dealing with Difficult Callers

    • Role-Play
    • How to handle difficult callers successfully
    • Basic Errors
    • Constructive feedback

    Incoming and Outgoing Telephone Calls

    • Effective questioning
    • Establishing the caller’s needs
    • Listening skills and rapport building
    • Create a positive impression of your company

    Taking Messages

    • Be Accurate and Effective
    • Being responsible and accountable

    Practical Skills Application

    • Action plan to apply learned skills

    DAY 2:

    Business Etiquette and Protocol

    • Introduction
    • Definition
    • Protocol guidelines
    • Protocol in the business sector

    Business Introductions

    • Name Tags
    • Titles and Seniority

    Ethics

    • Do’s and Don’ts
    • Punctuality
    • Holy and National Days
    • Business Cards
    • Level of Communication
    • Personal Circumstances

    Protocol in the Business Sector

    • Questionnaire
    • General Guidelines
    • Company Protocol
    • Behaviour
    • Being an Ambassador
    • Respect
    • Confidence and Body Language
    • Be Informed
    • 5. Forms of address
    • Guidelines

    Professional Image

    • Time Concept
    • Attitude and Emotions
    • Dress Code
    • Relationships

    Guidelines for Business Dress Codes

    • Classic Styles and Colours
    • Hairstyle, Make-up and Accessories
    • Dress codes for different occasions

    Meeting Protocol

    • Purpose
    • Punctuality
    • Communication
    • Documentation
    • Facilities
    • Safety

    Cultural Contexting and Interactions

    • High Context and Low Context
    • Cultural Commonalities
    • Gender Roles
    • Non-verbal Communication
    • Visual Aids
    • Interpreters
    • 10. Cultural Guidelines – Gifts
    • Exchange of Gifts
    • Gift Policy Guidelines
    • Presentation of Gifts

    Conversation

    • Attitude
    • Topics for Conversation
    • Sensitive Topics
    • Cultural Diversity and Respect
    • Ethnic Jokes
    • Questions
    • Listening skills

    Ways to be a Good Conversationalist

    • Do’s and Taboos

    Course Duration

    1 day

    Who should attend

    This course is intended for receptionists and employees who work with callers over the phone.

    **Quote does not include any exam fees (if applicable)

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