Duration: 1 Day

Includes: Digital course material; Live training via Zoom by a Programme Facilitator

Target Audience: All front line personnel

Learning Outcomes:

• Apply Tele-etiquette skills that make a real difference to any telephonic conversation with a client
• Employing effective telephone etiquette
• Leverage off your vocal quality that ‘purrrrs’
• Answering the telephone according to organisational standards – greeting with ‘gusto’
• Using the telephone effectively in a business environment
• Taking accurate messages and relaying effectively and timeously to the recipient
• Transferring the calls and keeping the client informed of delays
• Assisting customers with requests
• Improving communication skills, questioning and listening techniques
• Dealing with difficult callers
• Closing the call – with commitment

Learning and Assessment Methodology:

• Pre-reading material
• Self Assessments
• Group discussions
• Case Studies
• Simulations
• Roleplays
• Action planning sheet
• Learning Diary
• Post Module: Telephone ‘mystery’ caller against checklist

Notes:

Please note maximum group size is 15, after which delegates will be split into multiple groups.

If your number of delegates exceeds 15, please contact us for discounts and preferential pricing.

Multiday Business Programmes can be condensed to suit your budget. Please contact us for more information.