Aligned to SAQA’s Unit Standard 14348, NQF Level 2, Credits 3

The workshop is designed to encourage staff to interact and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this role.

References

“I learnt a lot from the professionals who are very good, keep it up” ~ Tebogo Matjila (Department of Labour)

“The course was fulfilling and relevant to my day to day work. I truly appreciate every moment”~- Poppy Phatshoane (SAMRO)

“The course is brilliant and gave me an added advantage to my skills development” ~ Arshall Sampson (SASSETA)

“I enjoyed the course thoroughly. I have learnt how to conduct myself with telephone calls and how to handle the clients” ~ Lorraine Beck (SAMRO)

“Open floor training session helped us to express ourselves. The facilitator’s knowledge of subject was far beyond excellent” ~ Tshepo Phele [Mmela Financial Services]

Training Course Objectives for Telephone Excellence

 Importance of answering the call in a professional manner

 Portraying a polite and friendly image

 Taking accurate messages and relaying them

 Transferring calls and keeping the client informed of delays

 Making calls. Ways of finding telephone numbers.

 Assisting customers with requests.

 Finding out the purpose of the call, questioning techniques.

 Dealing with difficult callers