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Telephone Skills and
Etiquette course

 


 

 

  • Telephone Skills and Etiquette

Course Date  City Course Times    Cost  
July        
11 Jul Midrand 0830 - 1600    R3674 Book
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
26 Jul Cape Town 0830 - 1600    R3674 Book
August        
15 Aug Boksburg 0830 - 1600    R3674 Book
15 Aug Pretoria 0830 - 1600    R3674 Book
September        
12 Sep Cape Town 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
October        
17 Oct Boksburg 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book
November        
14 Nov Cape Town 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book

Course Date  City Course Times    Cost  
       
15 Aug Boksburg 0830 - 1600    R3674 Book
17 Oct Boksburg 0830 - 1600    R3674 Book
       
26 Jul Cape Town 0830 - 1600    R3674 Book
12 Sep Cape Town 0830 - 1600    R3674 Book
14 Nov Cape Town 0830 - 1600    R3674 Book
       
11 Jul Midrand 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
       
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book
       
15 Aug Pretoria 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book

Telephone Skills and Etiquette

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

Download PDF

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

Course Date  City Course Times    Cost  
July        
11 Jul Midrand 0830 - 1600    R3674 Book
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
26 Jul Cape Town 0830 - 1600    R3674 Book
August        
15 Aug Boksburg 0830 - 1600    R3674 Book
15 Aug Pretoria 0830 - 1600    R3674 Book
September        
12 Sep Cape Town 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
October        
17 Oct Boksburg 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book
November        
14 Nov Cape Town 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book

Course Date  City Course Times    Cost  
       
15 Aug Boksburg 0830 - 1600    R3674 Book
17 Oct Boksburg 0830 - 1600    R3674 Book
       
26 Jul Cape Town 0830 - 1600    R3674 Book
12 Sep Cape Town 0830 - 1600    R3674 Book
14 Nov Cape Town 0830 - 1600    R3674 Book
       
11 Jul Midrand 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
       
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book
       
15 Aug Pretoria 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book

Course Date  City Course Times    Cost  
July        
11 Jul Midrand 0830 - 1600    R3674 Book
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
26 Jul Cape Town 0830 - 1600    R3674 Book
August        
15 Aug Boksburg 0830 - 1600    R3674 Book
15 Aug Pretoria 0830 - 1600    R3674 Book
September        
12 Sep Cape Town 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
October        
17 Oct Boksburg 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book
November        
14 Nov Cape Town 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book


Course Date  City Course Times    Cost  
       
15 Aug Boksburg 0830 - 1600    R3674 Book
17 Oct Boksburg 0830 - 1600    R3674 Book
       
26 Jul Cape Town 0830 - 1600    R3674 Book
12 Sep Cape Town 0830 - 1600    R3674 Book
14 Nov Cape Town 0830 - 1600    R3674 Book
       
11 Jul Midrand 0830 - 1600    R3674 Book
12 Sep Midrand 0830 - 1600    R3674 Book
14 Nov Midrand 0830 - 1600    R3674 Book
       
11 Jul Port Elizabeth 0830 - 1600    R3674 Book
12 Sep Port Elizabeth 0830 - 1600    R3674 Book
14 Nov Port Elizabeth 0830 - 1600    R3674 Book
       
15 Aug Pretoria 0830 - 1600    R3674 Book
17 Oct Pretoria 0830 - 1600    R3674 Book