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
Cost
$229.90 If you are currently resident in South Africa you will need to pay VAT at 15%.Duration:
1 DaysBrochure:
Delivery Method
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.
Audience
Receptionists, Tele sales staff, Anyone dealing with customers over the phone.Pre-Requisites
NoneCourse Outline / Curriculum
-
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.
-
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 | Duration | Status | |
|---|---|---|---|---|
| Thu 15 Aug 2019 | Woodmead | 1 Days | Scheduled | Book Now |
| Thu 7 Nov 2019 | Woodmead | 1 Days | Provisional |