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Telephone Skills A – Z (1 Day)

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Telephone Skills impact on everyone within an organization. Learn to create a professional image, and use business telephone etiquette techniques in a variety of business settings.

Pre-requisites

  • None

Course contents

Part 12: A-F

  • Attitude: It’s Your Choice
  • Be Friendly Before You Know Who It Is
  • Buffer Words
  • Bureaucratic Bounce
  • Call Centers
  • Cellular Phones
  • Cliff-Hangers
  • Company Jargon
  • Controlling the Conversation
  • Don’t Be Too Busy to Be Nice
  • Eight Great Hates
  • Email
  • Emotional Leakage
  • Fast Talkers
  • Five Forbidden Phrases
  • Foreign Accents
  • Front-Line Operators

 

Part 2: G–M

  • Getting a Phone Number
  • Gum Chewing
  • Hold
  •  “How Can I Help You?”
  • “I Don’t Know”
  • Internal Calls
  • Internet
  • Irate Callers
  • I.Q. Test
  • “I’m Sorry”
  • “Just a Second”
  • K.I.S.S. Method
  • Leave a Good Last Impression
  • Message Mangling
  • Message Taking
  • Music (or Announcements) on Hold

 

Part 3: N–U

  • “No” at the Start of a Sentence
  • Obscene Phone Calls
  • People Before Paperwork!
  • “Please… Thank You… You’re Welcome”
  • Public Sector
  • Quality Is a Four-Letter Word
  • Receptionist
  • Returning Phone Calls
  • Rushing Callers
  • Screening Calls
  • Six Cardinal Rules of Customer Service
  • Slow Talkers
  • Smile
  • Speakerphones
  • Swear-Stoppers
  • Three-Part Greeting
  • Tone of Voice
  • Transferring Calls
  • Unavoidable Delays in Answering

Part 4: V–Z

  • Voicemail—Curse or Cure?
  • Voicemail General Tips
  • We Are Customers to Each Other
  • “We Can’t Do That”
  • Welcome Guest
  • X-Rated
  • “You’ll Have to…”
  • Zest
R2,725
1 day
July 30
8:30am - 4:00pm