Andrew is passionate about communications and making connections. As an actor, playwright, singer, song writer and over all performance enthusiast, Andrew has learned the importance of effective communication in the social environment. A graduate of UCT, he has a Bachelor of Arts double major in Drama and Media&Writing. He has always found himself at home on the stage, be it theatre or music. He has also had a keen interest in the behind the scenes occupations of writing and directing. At school level he was awarded Best Script two years running as well as Most Versatile Actor and overall Drama Honours. The psychology behind performance and how that applies both to stage and interpersonal interaction is focal point for Andrew and formed key aspects of his studies.
Belinda van Rensburg has completed her Facilitate Learning using a Variety of given Methodologies (Unit Standard 117871) through Executive Coaching and Facilitation as well as her CompTIA CTT+ through Tredmendis Learning.
She started her career in Sales and Marketing but soon found her empathetic, open personality better suited to people development. She has not only successfully trained some of South Africaâ€™s Top Corporate Companies, but also SMMEâ€™s and individuals. Recently she trained Business Connexionâ€™s technical trainers to becoming Certified CompTIA CTT+ Trainers.
She devotes her spare time and energy to empowering women on an emotional and often economic level. She regularly hosts womenâ€™s workshops through The Louise Hay Foundation in South Africa and The Bardolino Artists Retreat (Mpumalanga).
After attending this course the delegate shall be able to:
Receptionists, Tele sales staff, Anyone dealing with customers over the phone.
Note: information may change without notice.
The Telephone Etiquette Course follows Unit Standard 14348. With 3 Credits at Level 2
Employ effective telephone etiquette
Telephone etiquette and answering procedures.
The factors that hinder communication process.
Calls are handled with discretion and confidentiality.
Caller is put on hold when not conversing directly with the caller.
A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.
Answer telephone according to organisational standards
Telephone is answered promptly.
Telephone is answered according to standard operating procedures.
Caller is greeted according to organisational requirements.
Relevant caller information is acquired during initial interaction.
Process incoming calls according to organisational standards
Call is redirected as appropriate.
Multiple lines and holding techniques are handled using correct technique.
Calls are screened as per standard operating procedures.
Message is taken and transmitted if required / requested according to organisational requirements.
Further assistance is obtained from an appropriate source, if required.
Process outgoing calls in accordance with organisational requirements
Information and documentation required for the call are obtained and prepared.
Outgoing call is dialed using the correct number.
Purpose of the call is stated clearly and according to organisational procedures.
Resulting actions from calls are recorded.
Messages are left, if required / requested according to organisational requirements.
Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Contact hours are between 9am to 4pm.
To apply for a booking, click on the
relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.
|Wed 6 Sep 2017||1 Days||Scheduled||Book Now|
|Wed 22 Nov 2017||1 Days||Scheduled||Book Now|
For clients who want to enjoy the convenience of public transport, consider the Gautrain.
For more information you can download the official Gautrain brochure.
The PC hire charge is not applicable if you bring your own notebook.
It is very important that you have full administrator rights to your computer so that any software needed for the course can be installed correctly.
Please ensure that you arrive at least 30min early on the first day of training in order to get your PC setup correctly.
If this is not possible then it will be better to make use of our computer.