Slick and Confident Telephone Management Techniques

Slick and Confident Telephone Management Techniques

You don’t hold the line when you think you may have dropped a call.  No, you are not one of those people who cuts your customer off at the knees mid-sentence when they are upset and need a quick solution to a problem.  When a call comes in you know exactly how to communicate in a clear, professional manner and with confidence; and always with the needs of the customer in mind.  Put yourself in your customer’s shoes.  Does this sound like what you would like to experience when you call on a company?  Imagine for just a moment that you are the person who answers the telephone when a difficult customer calls and you are the one who solves the customer’s query with an attitude of such cool, calm collectedness that by the end of the call you can almost feel the tension subside and tempers cooling down on the other end of the line as your customer thanks you for making their problem seem like water off a duck’s back.

The techniques covered in this course will give you the confidence you need to be in control every time the phone rings.

BOTI offers call centre training, call centre management courses and switchboard training courses.  Book your seat now on BOTI’s Slick & Confident Telephone Management Techniques course.  BOTI offers business training programmes across South Africa.

Course duration

2 days

Answer your calling and you will learn how to:

  • Take and transfer incoming calls and messages in line with organizational requirements.
  • Make a decision whether to disclose information or not based on organizational requirements.
  • Use and describe methods for dealing with abusive callers and emergency situations in line with organizational requirements.
  • Answering calls with professionalism.
  • Handle customer queries.
  • Take messages and relay them to appropriate parties.
  • Master telephone techniques appropriate to the workplace.
  • Handle difficult callers.

BOTI offers call centre training, call centre management courses and switchboard training courses.  Book your seat now on BOTI’s Slick & Confident Telephone Management Techniques course.  BOTI offers business training programmes across South Africa.

Benefits of attending:  Slick and Confident Telephone Management Techniques course

Upon successful completion of this course you will be in control every time the phone rings and become adept at:

  • Understand what constitutes disclosable and non-disclosable information and make a decision whether or not to disclose certain information in line with organizational requirements.
  • Apply the various ways of finding telephone numbers.
  • Prepare necessary documentation and equipment such as computers, writing materials and notes prior to making outgoing calls.
  • Keep abreast of new switchboard technology being introduced into the ortanisation so as to become competent as a user.
  • Answer and transfer incoming calls and take messages in line with organizational requirements.
  • Acknowledge and keep callers informed of reasons for delays.
  • Understand the different way a person answers their own private telephone as opposed to the way in which a switchboard is answered in terms of assisting customers.
  • Apply standard telephone etiquette when answering, transferring and making calls.
  • Understand the importance of body language in communicating with others while on a call.
  • Understand and apply various methods of dealing with abusive callers in line with organizational requirements.
  • Understand and apply various methods of dealing with emergency situations in line with organizational standards.

BOTI offers call centre training, call centre management courses and switchboard training courses.  Book your seat now on BOTI’s Slick & Confident Telephone Management Techniques course.  BOTI offers business training programmes across South Africa.

Who is this course suitable for?

This course is aimed at anyone who is interested in improving their telephone skills and in particular is suitable for switchboard operators, call centre agents, receptionists, secretarial and administrative staff.

This Unit Standard course is aligned to Unit Standard 7790:  Process incoming and outgoing telephone calls

Testimonials

Zainab Samuels – Cape Union Market

‘I definitely gained perspective and an action plan that has provided a blueprint for the next few months (in terms of) awareness, team motivation (and) assessing oneself.  The best thing about this course was that it allows one to think and gain perspective (and) guidelines to improve oneself and in your role.’

 

Public Course Schedule and Costs

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BOTI offers call centre training, call centre management courses and switchboard training courses.  Book your seat now on BOTI’s Slick & Confident Telephone Management Techniques course.  BOTI offers business training programmes across South Africa.

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