Telephone Etiquette

By: Solutions Connect Training and Consulting Africa (Pty) Ltd  09-07-2016
Keywords: Customer Service, communication, Business Communication

Whether in person or on the phone, first impressions are lasting. Give your staff the skills they need to create the right impression right off. Whether internal with colleagues and superiors, or externally with suppliers and customers, this course will give your staff the necessary know-how to communicate clearly, appropriately and effectively by phone. Target audience: All levels of staff. Outcomes: - Employing effective telephone etiquette - Answering the telephone according to organisational standards and best practice - Processing incoming calls according to organisational standards and best practice - Processing outgoing calls in accordance with organisational requirements Outline: - Telephone etiquette do’s and don’ts - Creating a good first impression - Articulation and diction - Barriers to effective telephonic communication - Telephone procedures - Discretion and confidentiality - Putting it into practice Duration: Half a day, one or two days, dependent on specific requirements.

Keywords: Business Communication, communication, Customer Service, Personnel Development, Soft Skills, Telephone Etiquette, Telephone Procedures

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