The telephone is often the first point of contact people will have with your organisation, and it is vital that you create and sustain the right business image and impression. This course has been developed to give you the necessary tools and technical skills to make a positive impression and to skilfully manage a range of behaviours when using the telephone.
Who should attend this course?
Administration, support or frontline personnel required to engage with internal and external customers over the telephone – when receiving or making a call.
What will you learn on this course?
• General telephone etiquette
• Answering and operational standards
• Listening skills when using the telephone
• Redirecting calls appropriately
• Screening calls
• Putting callers on hold
• Taking messages that mean something
• Remaining positive
• Making a call
• Scheduling appointments
Why should you attend this Telephone Skills course?
75% of business is conducted via the telephone, and bad telephone skills can destroy a business relationship. All staff require these skills, as they represent the company and must be seen as efficient and competent to customers. Specific word choices and professional behaviour are key to a successful business telephone call.
Practical exercises and role play activities are included throughout the duration of the formative learning process. Group interaction and open discussions are encouraged for full participation of each learner.
After successful completion of this course, each learner will have the opportunity to submit a Portfolio of Evidence (PoE) to be assessed. The framework of the PoE will be included with the course material supplied, and explained in detail. Following submission of the PoE, competent learners will earn valuable credits and a statement of results from the Services Seta. A certificate with feedback will be issued by Keybase Training Solutions.