Telephone Etiquette

Course Content

telephone

1. Communicating on the telephone
1.1.The switchboard versus a private phone
1.2.Your voice
1.3.Body Language
1.4.Do’s and Don’ts

2.   Telephone Etiquette
2.1.Answering Calls
2.2.Transferring Calls
2.3.Taking Messages
2.4.Call Holding
2.5.Making External Calls
2.6.Making Internal Calls
2.7.Cellular Phones
2.8.Completing Calls

3.   Assisting Customers
3.1.Finding Telephone Numbers
3.2.Responding to Requests for Information

4.   Dealing with Unexpected Situations
4.1.Dealing with Unexpected Situations
4.2.Dealing with Abusive Callers
4.3.Dealing with Telephonic Complaints

5.   Telephone Systems
5.1. Learning a new telephone system

COURSE DURATION
1 day (can be combined with customer care in a 2 day course)

FOR REGISTRATION
Please Contact Elaine Jansen Van Rensburg for any queries about above mentioned training.
Tel: 015 491 8225
Cell: 082 975 6095
Email: cal@telkomsa.net

Contact us
Tel: 015 491 8225
Fax: 086 546 5520
Email: md@compassacademy.co.za