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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
    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

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