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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