1. To prepare and develop delegates for their roles and responsibilities as Frontline Executive staff members
2. To equip delegates with the necessary telephone management skills & knowledge to develop and nurture a relationship of trust and support in the organisation

DAY 1:
• Telephone Management – 4 Key Steps
• Creating a professional telephone image
• Ensuring that all information is obtained and readily available
• Identify problems & solutions
• Cultural diversity in the workplace
• Dealing with complaints and irritated callers
• Effective message-taking
• Time management & planning
• Voice performance
• Attitude and Behaviour
• Superior Customer Service Levels
• Techniques for effective communication
• Active Listening – 7 Steps
• Setting goals and monitoring progress
• Personal development put into action
• Practical examples and role plays
• Various Questioning Methods
• Organisational Structures
• Executing Enquiries
• Etiquette Rules

• Experienced and inexperienced employees
• Telephone support staff with customer and supplier contact
• Front line staff/Receptionists/Secretaries
• Any staff member utilizing the telephone

• To equip delegates with knowledge and skills to gain a better understanding of the concepts of telephone etiquette
• To expand abilities within individuals or teams

After completion of the Telephonic Etiquette Skills training course, delegates will be able to:
• Identify 4 Key steps in Telephone Management
• Apply a professional telephone image
• Identify problems & solutions
• Understand Cultural diversity in the workplace
• Deal with complaints and irritated callers
• Apply effective message-taking
• Understand Time management & planning
• Apply effective voice performance
• Implement & Understand Superior Customer Service
• Apply effective communication techniques

1 day:
• Can be amended to a 2 day interactive workshop
• 1 day feedback/assignments (optional)

Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies

• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives.
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables.
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector.

• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops.
• Competence assessment: 1 Assignment to be completed and returned to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge. (Optional)


- N Smit (HR Administrator: SABC):
“I have learned that positivity starts from within and affects your telephone manner.”

- M van den Berg (Receptionist: Rhino Linings SA):
“This has been an enlightening experience that has provided me with new insight on dealing with customers as I am the key person between the customer and the company.”

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