Quick Look Course Summary:Telephone Skills & Etiquette Course
Next Public Course Date:
Length: 1 day(s)
Price: 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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
Different communication styles
Elements of Speech
2. Customer Focus
Being Friendly and Polite
Needs and Benefits of Customer Service
Cultivating a Service Attitude
Handling Difficult Clients
3. Telephone Communication
Techniques to communicate successfully
5. Telephone Etiquette
Do’s and Don’ts
6. Dealing with Difficult clients
How to deal with difficult callers successfully
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
9. Practical Skills Application
Telephone Skills & Etiquette Course: Course Duration
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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