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Telephone Skills and
Etiquette course

 


 

 

  • Telephone Skills and Etiquette

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

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

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

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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 2 course. Please contact us to see if we can put one on the schedule for you

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

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


Sorry, we currently do not have any public courses scheduled for the Telephone Skills and Etiquette level 3 course. Please contact us to see if we can put one on the schedule for you