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Telephone Skills and
Etiquette courses in
Durban

 


 


  • Telephone Skills and Etiquette


Sorry, we currently do not have any public courses scheduled for the Telephone Skills and Etiquette level 1 course in Durban. Please contact us to see if we can put one on the schedule for you.

 

 


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Telephone Skills and Etiquette in Durban

Course Description

Telephone Skills and Etiquette will assist with the following: Answer the telephone professionally and politely, adapting your voice to communicate clearly Portray a polite and friendly image Learning how to politely put someone on hold as well as transferring calls correctly and efficiently Taking thorough messages Dealing with difficult callers Using effective listening techniques Improved confidence

 

Target Audience

Personal Assistants, Secretaries, Receptionists and General office staff.

Telephone Skills and Etiquette in Durban

1. Introduction to Telephone Communication

  • The importance of answering all calls in a professional manner
  • The impact it has on the company's image
  • Understanding the different communication styles
  • Elements of speech such as pronounciation, emphasis, pitch of voice, pause etc.

 

2. Customer Focus

  • Portraying a polite and friendly image
  • Needs and benefits of customer service
  • Cultivating a service attitude
  • Assisting customers with requests
  • Handling difficult callers

 

3. Communicating on the telephone

  • Build customer loyalty
  • Techniques to communicate successfully with the caller
  • Telephone time management in order to increase productivity

 

4. Technology

  • Technology regarding telecommunication such as teleconferencing amongst others
  • Telephone Aids
  • All the tools necessary to ensure that the above principles are applied correctly

 

5. Telephone Etiquette

  • Good telephone manners
  • Putting a client on hold and transferring calls correctly
  • Do's and taboos

 

6. Dealing with Difficult Callers

  • Role-play
  • How to handle difficult callers successfully
  • Common errors
  • Delivering and receiving constructive feedback

 

7. Incoming and Outgoing Telephone Calls

  • Effective questioning techniques
  • Establish what the caller really needs
  • Listening skills and building rapport
  • Creating a positive impression of your company

 

8. Taking Messagesurat

  • Accurate and effective message-taking
  • Taking ownership of messages and following up

 

9. Practical Skills Application

  • Action plan on how to implement and apply learned skills

Sorry, we currently do not have any public courses scheduled for the Telephone Skills and Etiquette level 1 class. Please contact us to see if we can put one on the schedule for you.

Course schedule subject to change without notice


Sorry, we currently do not have any public courses scheduled for the Telephone Skills and Etiquette level 2 course in Durban. Please contact us to see if we can put one on the schedule for you.

 

 


We offer these courses in Durban.

Access training courses in Durban
Acrobat training courses in Durban
After Effects training courses in Durban
Captivate training courses in Durban
Dreamweaver training courses in Durban
Excel training courses in Durban
Final Cut Pro training courses in Durban
Flash training courses in Durban
Illustrator training courses in Durban
InDesign training courses in Durban
Motion training courses in Durban
Outlook training courses in Durban
Photoshop training courses in Durban
PowerPoint training courses in Durban
Premiere training courses in Durban
Project training courses in Durban
QuarkXpress training courses in Durban
SQL Server training courses in Durban
Word training courses in Durban

in Durban

in Durban

 

Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class.


Sorry, we currently do not have any public courses scheduled for the Telephone Skills and Etiquette level 2 course. Pleasecontactus to see if we can put one on the schedule for you.

Course schedule subject to change without notice