NOTICE
We are open for classroom training with strict Covid-19 Level 1 protocols in place.
Details
The Telephone Etiquette Course follows Unit Standard 14348. With 3 Credits at Level 2
After attending this course the delegate shall be able to:
- Employing effective telephone etiquette
- Answering telephone according to organisational standards
- Processing incoming calls according to organisational standards
- Processing incoming calls according to organisational standards
Delivery Methods
| Delivery Method | Duration | Price (excl. VAT) | |
|---|---|---|---|
| Fulltime | 1 Days | R 2,299.00 | |
| Webinar | 1 Days | R 1,849.00 |
Discounts Available
Save up to 10% by booking and paying 10 business days before the course.
Brochure:
Audience
Receptionists, Tele sales staff, Anyone dealing with customers over the phone.
Pre-Requisites
None
Course Outline / Curriculum
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Employ effective telephone etiquette
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Telephone etiquette and answering procedures.
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The factors that hinder communication process.
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Calls are handled with discretion and confidentiality.
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Caller is put on hold when not conversing directly with the caller.
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A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.
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Answer telephone according to organisational standards
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Telephone is answered promptly.
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Telephone is answered according to standard operating procedures.
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Caller is greeted according to organisational requirements.
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Relevant caller information is acquired during initial interaction.
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Process incoming calls according to organisational standards
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Call is redirected as appropriate.
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Multiple lines and holding techniques are handled using correct technique.
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Calls are screened as per standard operating procedures.
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Message is taken and transmitted if required / requested according to organisational requirements.
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Further assistance is obtained from an appropriate source, if required.
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Process outgoing calls in accordance with organisational requirements
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Information and documentation required for the call are obtained and prepared.
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Outgoing call is dialed using the correct number.
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Purpose of the call is stated clearly and according to organisational procedures.
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Resulting actions from calls are recorded.
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Messages are left, if required / requested according to organisational requirements.
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Schedule Dates and Booking
To apply for a booking, click on the relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.
| Start Date | Branch | Status | |
|---|---|---|---|
| Thu 26 Nov 2020 | Woodmead | Scheduled |