Tel(011)0838384Tel(021)7903684info@multimediacentre.co.zawww.multimediacentre.co.za
TelephoneSkillsandEtiquetteCourse
Duration
1Day(08:30-‐16:00)
Objectives
TelephoneSkillsandEtiquettewillassistwiththefollowing:Answerthetelephoneprofessionallyandpolitely,adaptingyourvoicemunicateclearlyPortrayapoliteandfriendlyimageLearninghowtopolitelyputsomeoneonholdaswellastransferringcallscorrectlyandefficientlyTakingthoroughmessagesDealingwithdifficultcallersUsingeffectivelisteningtechniquesImprovedconfidence.
Whoshouldattend?
PersonalAssistants,Secretaries,ReceptionistsandGeneralofficestaff. Prerequisite None CentresinSandton,Pretoria,CapeTown,Durban,Boksburg, CourseOutline
1.IntroductiontoTelephoneCommunication•Theimportanceofansweringallcallsinaprofessionalmanner•Theimpactithasonpany'simage•Understandingthemunicationstyles•Elementsofspeechsuchaspronunciation,emphasis,pitchofvoice,pauseetc.
2.CustomerFocus•Portrayingapoliteandfriendlyimage•Needsandbenefitsofcustomerservice•Cultivatingaserviceattitude•Assistingcustomerswithrequests•Handlingdifficultcallers
3.Communicatingonthetelephone•Buildcustomerloyalty•Techniquesmunicateessfullywiththecaller•Telephonetimemanagementinordertoincreaseproductivity
4.Technology•Technologyregardingmunicationsuchasteleconferencingamongstothers•TelephoneAids•Allthetoolsnecessarytoensurethattheaboveprinciplesareappliedcorrectly
5.TelephoneEtiquette•Goodtelephonemanners•Puttingaclientonholdandtransferringcallscorrectly•Do'sandtaboos
6.DealingwithDifficultCallers•Role-‐play•Howtohandledifficultcallersessfully•Commonerrors•Deliveringandreceivingconstructivefeedback CentresinSandton,Pretoria,CapeTown,Durban,Boksburg, 7.ingandOutgoingTelephoneCalls•Effectivequestioningtechniques•Establishwhatthecallerreallyneeds•Listeningskillsandbuildingrapport•Creatingapositiveimpressionofpany
8.TakingMessages•urateandeffectivemessage-‐taking•Takingownershipofmessagesandfollowingup
9.PracticalSkillsApplication•Actionplanonhowtoimplementandapplylearnedskills Tocheckthecourseschedule,location,pricingandtobookonlinepleasevisithttp://www.multimediacentre.co.za/courses/telephone_skills_and_etiquette.php Ouroutlinesareaguidetothecontentcoveredonatypicalclass.Wemaychangeoraltertheicstomeettheobjectivesofaparticularclass. CentresinSandton,Pretoria,CapeTown,Durban,Boksburg,
PersonalAssistants,Secretaries,ReceptionistsandGeneralofficestaff. Prerequisite None CentresinSandton,Pretoria,CapeTown,Durban,Boksburg, CourseOutline
1.IntroductiontoTelephoneCommunication•Theimportanceofansweringallcallsinaprofessionalmanner•Theimpactithasonpany'simage•Understandingthemunicationstyles•Elementsofspeechsuchaspronunciation,emphasis,pitchofvoice,pauseetc.
2.CustomerFocus•Portrayingapoliteandfriendlyimage•Needsandbenefitsofcustomerservice•Cultivatingaserviceattitude•Assistingcustomerswithrequests•Handlingdifficultcallers
3.Communicatingonthetelephone•Buildcustomerloyalty•Techniquesmunicateessfullywiththecaller•Telephonetimemanagementinordertoincreaseproductivity
4.Technology•Technologyregardingmunicationsuchasteleconferencingamongstothers•TelephoneAids•Allthetoolsnecessarytoensurethattheaboveprinciplesareappliedcorrectly
5.TelephoneEtiquette•Goodtelephonemanners•Puttingaclientonholdandtransferringcallscorrectly•Do'sandtaboos
6.DealingwithDifficultCallers•Role-‐play•Howtohandledifficultcallersessfully•Commonerrors•Deliveringandreceivingconstructivefeedback CentresinSandton,Pretoria,CapeTown,Durban,Boksburg, 7.ingandOutgoingTelephoneCalls•Effectivequestioningtechniques•Establishwhatthecallerreallyneeds•Listeningskillsandbuildingrapport•Creatingapositiveimpressionofpany
8.TakingMessages•urateandeffectivemessage-‐taking•Takingownershipofmessagesandfollowingup
9.PracticalSkillsApplication•Actionplanonhowtoimplementandapplylearnedskills Tocheckthecourseschedule,location,pricingandtobookonlinepleasevisithttp://www.multimediacentre.co.za/courses/telephone_skills_and_etiquette.php Ouroutlinesareaguidetothecontentcoveredonatypicalclass.Wemaychangeoraltertheicstomeettheobjectivesofaparticularclass. CentresinSandton,Pretoria,CapeTown,Durban,Boksburg,
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