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Telephone Skills & Etiquette
Overview
The telephone is a vital tool of communication between a company and a client. The course objective is to develop practical telephone skills and to improve communication.
Properly used – the phone is a friend, badly used – it becomes the enemy!
Course Outline
| This course consists of 3 modules |
| Module One |
Telephone Etiquette & Mannerism
Communication Skills
Elements of Communication
The Voice
Listening |
| Module Two |
Receiving a Call (Answering)
Making a Call
Taking a Message
Screening Calls
Transferring Calls
Special Equipment |
| Module Three |
The Top 10 Do’s
The Top 10 Don’ts
The Five Forbidden Phrases
Irate Callers
The Complaint Call
Phonetic Alphabet
Telephone Selling |
| Duration |
1 day |
| Cost |
R1 200,00 (excl. VAT) |
| Includes |
Comprehensive Manual
Lunch & Refreshments
Electronic Certificate (on successful completion of the course) Electronic Trainer Feedback Report
Electronic Delegate Feedback Questionnaire |
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