This course is accredited by the Services Seta and covers unit standard 7790 at NQF level 3 worth 3 credits.

1 Day course

Course Objectives

A training programme for people involved in telephone handling, to learn business telephone etiquette.

Learner outcomes

By the end of the course, participants should be able to:

• Stress the importance of acknowledging callers and keeping them informed of reasons for delays
• Describe standard telephone etiquette on answering calls, transferring calls and making calls
• Prepare all necessary documentation and equipment prior to making outgoing calls
• Decide whether to transfer a call to another person or help the person themselves
• Ask probing questions to find out the purpose of the call, and transfer to another person who might be more able to assist
• Taking messages for others
• Decide whether to take a detailed message, or to have the customer called back by an appropriate person
• Deal with incoming and outgoing calls in a polite manner
• Deal with calls quickly and politely, keeping other calls holding as little as possible
• What is my role as front desk operator / receptionist / telephonist?
• Why should I be nice / civil to anybody?
• The importance of ATTITUDE in my role
• Developing daily BEHAVIOURS to be the best I can be
• Grooming myself for success
• Creating Key Responsibility Indicators that reflect the importance of the Front Desk / Reception desk
• Inviting Customers into the business with your superior TELEPHONE SKILLS
• Developing an understanding of Customer Requirements by LISTENING
• Taking pride in displaying COURTESY and CIVILITY

Course Outline

• Balancing self, team and society
• Defining self awareness
• Attitude and aptitude
• Using the telephone
• Understanding different personalities
• Telephone etiquette
• Answering / accepting the call
• The greeting
• Effective communication skills
• Professional speech / choice of words
• Languages
• Articulation
• Voice control
• Transferring calls
• Taking messages
• Distribution of messages
• Ending calls

• Dealing with abusive callers
• Open and closed working environments
• Self assessment
• Stop-start-continue exercise

Accredited by the Services Seta

Imsimbi Training is an Accredited Training Provider with the Services Seta number 2147. Imsimbi Training is a Level 2 BBBEE Contributor Company.