Purpose
This workshop empowers delegates to:
- Employ effective telephone etiquette.
- Answer telephone according to organisational standards and procedure.
- Process outgoing calls according to organisational standards and procedure.
Training Content
Module 1: Telephone Techniques
• Telephone etiquette and answering procedures.
• The factors that hinder communication.
• Discretion and confidentiality.
• Putting callers on hold.
• Caller re-assurance.
Module 2: Organisational Standards
• Tonality, volume, pronunciation, annunciation, vocabulary, timeous, response, choice of greeting and clarity.
• Efficiency standards: Promptly, courtesy and effectively.
• How to obtain caller information.
Module 3: Incoming Calls
• Re-directing calls.
• Multiple lines and holdings techniques.
• Screening of calls.
• Taking messages.
• Escalating calls.
Module 4: Outgoing Calls
• Information and documentation.
• Making outgoing calls.
• Outgoing call introduces and announcements resulting actions from calls.
• Leaving messages.