This one-day course is suitable for Telephonists, Receptionists, Secretaries, Personal Assistants, Secretarial Support Staff, Clerical Staff and Administrative Staff
The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities, once we know how to use it effectively.
In most cases, the telephone is the first contact customers have with your organisation and the way in which you apply your telephone skills can make or break corporate image.
Learn how to process incoming and outgoing calls, apply telephone etiquette guidelines and effectively take, distribute and follow-up messages.
The impact of telephone use on corporate image
The principles of effective telephone communication
The importance of the voice when using the telephone
Answer the telephone professionally and according to organisational standards
The procedure to answer the telephone professionally
The procedure to screen calls effectively
Callers on hold and how to handle them effectively
How to manage multiple lines
How to take messages effectively and control follow-up actions
Process outgoing calls
The guidelines to making a telephone call
The etiquette guidelines when making calls on behalf of someone else
The general telephone etiquette guidelines
The security of information and confidentiality
The consequences of telephone misuse
Handle complaints effectively
ASSESSMENT OF LEARNERS
Learners who attend this training will receive a “Certificate of Attendance” directly after the training.
Additionally to attending this Course, learners can also be assessed at an additional cost.
Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 2.
In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level.
Entry-level requirements for assessment according to the Unit Standard: Learners accessing this Unit Standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.