Telephone Skills & Etiquette

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Telephone Skills & Etiquette

Telephone Skills and Etiquette
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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!

Objectives

  • Understand the importance of telephone conversation
  • Use effective call greetings as a caller and a receiver
  • Project the company in a positive manner
  • Use appropriate language during telephone conversations
  • Speak with an effective telephone voice
  • Take clear & concise messages
  • Manage difficult calls

Course Prerequisite

None.

Language of Delivery

English.

Delivery Methods

Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.

Who should attend?

Everyone who deals with customers on a telephone: Frontline, Switchboard, Call Centre, Client Services, Debtors, Creditors, all Departments.

Duration

1 Day

Includes:

  • Comprehensive Manual
  • Lunch & Refreshments (not applicable to on-site training)
  • Electronic Certificate (on successful completion of the course)
  • Electronic Trainer Feedback Report
  • Electronic Delegate Feedback Questionnaire

Course outline