Telephone Courtesy and Etiquette
Join the thousands of people who have attended this national standard course!
Is your team as skilled as it should be in such a Customer Service driven market? This course focuses on a variety of skill enhancement and professional techniques.
It is a practical course designed to handle everyday scenarios encountered in day to day interactions with customers.
This course is for all staff who deal with customers, it targets attitude, call control, diffusing angry customers, voice tone, customer retention and satisfaction. The skills and techniques learned will enable your team to professionally communicate in a way that creates harmony and loyalty necessary for success and growth.
Are your customers getting the right impression from your team?
Who will benefit:
A must for everyone who uses the telephone. Especially recommended for all team members who are a first point of contact; receptionists, relief receptionists, administration staff, accounts personnel, help desk team, sales staff and management. This course is designed to assist existing as well as new team members.
Organisations choose this course for in house training for their entire team. Make it a compulsory part of your induction training program for new team members.
Outcomes
Subjects covered during this highly interactive "jam packed with value" day:
- Understanding courtesy & etiquette
- Responsibilities and obligations
- Customer retention
- Answer calls confidently
- Manage multiple calls
- Effective/efficient questioning
- Professional Communication skills
- “Can-do” attitude
- Active listening skills
- Screening callers
- Assertive negotiation
- Images the voice portrays
- Effects of attitude
- Announcing calls
- Positive/negative phrases
- Managing angry callers
- Clarify information - don’t assume
- Accurate message taking
- Manage customer dissatisfaction
- Enhance organisation's image
- Avoid slang and jargon
- Manage callers from various cultural backgrounds
Customers perceive your professional effectiveness through the service you provide –develop a customer-focused culture
Course format:
Pre-course self analysis, interactive dialogue, audio and video presentations, group activities, exercises, skills practices (taped role plays and feedback) discussions, a quiz and a personal action plan.
Participants must complete a “Learning Check” and evaluation on completion.
Certificate presented to each participant on satisfactory completion.
Inclusions:
Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Lunch and refreshments also provided.
Group Size: 6-12 Participants Numbers can be increased for private seminars
Duration: 1 day
Time: 8:30 AM - 4:00 PM
Location: 18B, 328 Albany Highway, Victoria Park.
Thursday 11th of November 2010
Tuesday 05th of October 2010
Tuesday 26th of October 2010
Tuesday 23rd of November 2010
Wednesday 08th of September 2010
Public Courses
- Dealing With Difficult Customers
- Telephone Courtesy and Etiquette
- Receptionist Essentials Training
- Dynamic Sales Training
- Verbal Victory
- Team Leadership & Team Development
- Effective Public Speaking
- Quality Credit Collection Skills
- Turning Enquiries into Sales
- Customer Service Skills Training
- Esperance Dealing With Difficult Cust
- Esperance Courtesy & Etiquette
- Course Calender
Upcoming Course Dates
Click on a date to register!
Tuesday 21st of September 2010Thursday 11th of November 2010
Tuesday 05th of October 2010
Tuesday 26th of October 2010
Tuesday 23rd of November 2010
Wednesday 08th of September 2010
Click here to view our
Course Calendar »
