R400.00
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Learning Outcomes
Demonstrate professionalism when dealing with incoming and outgoing calls |
Constructively respond to a customer’s concern or complaint |
Build rapport and satisfy customers needs quickly via effective dialogue skills |
Take ownership for gathering the correct information from callers |
Create a professional impression that enhances the brand of the organisation |
Description
The telephone is one of the most important business tools and is often the first point of contact for many callers and therefore, it is essential to convey a professional image of efficiency, helpfulness and friendliness. This programme is packed with proven, workable ideas and techniques based on the experience of successful people across a wide range of companies and industries, to equip learners with the skills and knowledge needed to portray a good image and provide callers with excellent service. NQF Level 2
Outline
Introduction | |
Defining Telephone Skills | |
The Benefits of Good Phone Skills | |
Ground Zero (Baseline Requirements) | |
Basic Service Principles | |
Knowing and Understanding your Customers | |
Customer Empathy | |
Proactive Customer Service | |
Listening Skills | |
Customer Service Questioning Techniques | |
Effectively Dealing with Complaints | |
Service Recovery | |
Dealing with Enquiries | |
Call Answering Skills | |
Answering Techniques | |
Screening Calls | |
Transferring Calls | |
Placing Callers on Hold | |
Taking Messages | |
Outgoing Calls | |
Planning Calls | |
Making the Call | |
Five Steps to End a Call Professionally | |
Telephone Etiquette | |
Proper Telephone Language | |
Rules of Etiquette | |
The Deadly Sins of Telephone Behaviour | |
Cellphone Etiquette | |
Developing your Verbal and Vocal Skills | |
Guidelines to Improve Voice Quality | |
Voice Control | |
It's Not What You Say, But How You Say it |
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