Telephone Etiquette
Duration: 1 Day
Cost: R990 + VAT per delegate
Training Delivery: On Site, Off Site, Instructor Led, via Zoom, Online Correspondence
There are no unit standards for this course
Course Schedule
Telephone Etiquette & Answering Procedures
1. Clearing your mind & answering the telephone promptly
2. Being present with your caller
3. Preparing your phone voice
4. Offering your greeting
5. Being prepared before you respond
Processing Incoming & Outgoing Calls
1. Placing Callers on Hold
2. Transferring Calls
3. Taking Messages
4. Making Calls
Communication & Communication Barriers
1. What is a Skilled Communicator?
2. Asking Questions & Probing
3. Listening Skills
4. Barriers to Listening & Communication
5. Active Listening Skills
Identifying Customers and Competitors
1. Internal Customers vs External Customers
2. Identifying Competitors & the Competitive Edge
Identifying & Meeting Customer Needs
1. Understanding Needs and Expectations
2. Benefits of Meeting Customer Needs
Attitude
Optimistic / Objective / Deliberate / Determined
Forbidden Phrases & Soft Language Skills
Dealing with Challenging Customers
1. Why they are your best customer
2. Steps to assist them effectively