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. Light finger meals are supplied for part time courses.
To apply for a booking, click on the relevant "Book Here" link below.
Note: places are only fully secured once payment has been made.
|Thu 25 May 2017||1 days||Woodmead||Book Here|
These dates have not yet been confirmed. If you are interested in attending please click here to enquire.
|Thu 27 Jul 2017||1 days||Woodmead|
|Wed 6 Sep 2017||1 days||Woodmead|
|Wed 22 Nov 2017||1 days||Woodmead|