Superior Service on the Telephone

 

Superior Service on the Telephone

Accredited to US 14348, NQF level 2, 3 credits

 

Siyanqoba has a level 1 AAA BEE status, claim 135% of your spend as well as your skills levies

 

Overview

Who should attend?

The impression you make on the telephone is vital to creating the professional image of any company. The ability to communicate in a prompt, friendly and professional manner is important for everyone who has day-to-day contact on the telephone.

Using role play, this two day course will enable delegates to develop or refresh the techniques and skills to make and take calls effectively including dealing with difficult callers.

All staff who need to communicate in a confident, efficient and friendly manner. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks.

 

Objectives

Dates

·          Create the right impression of yourself and your company by presenting an image of total customer care.

·          Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.

·          Handle calls in a structured way, projecting professionalism in words and voice, and speaking with clarity.

·          Manage difficult and aggressive customers and resolve problems successfully.

·          Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.

·          Close calls by summarising outcomes and agreed actions with the caller and by recording details.

·          Understand how a trained voice improves communication skills, increases confidence and assertiveness and develops spontaneity

·          Avoid common pronunciation errors that undermine your professionalism

Jhb

10 & 11 Sept

Wanderers

Pta

30 & 31 Aug

Garsfontein

Ct

27 & 28 August

Peninsula

Dbn

22 & 23 Nov

Umhlanga

 

Investment

R3 750.00 excl VAT excl Blackberry.

R 5 450.00 excl VAT incl Blackberry Curve 8520.

 

 

 

Course Outline

Rave Reviews

Image and Presentation – The Company’s and Yours

·          Understand the importance of creating a positive and professional first impression on phone callers and visitors.

·          Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area.

 

Communication Skills

·          Analyse how we are perceived when we communicate, and what contributes to positive speech and body language behaviours.

·          Understand the benefits of asking questions Investigate a variety of questioning styles to achieve specific outcomes.

·          Employ paraphrasing skills to ensure accuracy of understanding.

·          Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues.

·          Identify behaviours for building rapport.

 

Telephone Techniques

·          Investigate and refine techniques for greeting and transferring callers, and putting people on hold.

·          Discuss how to take messages, and what information is necessary for maximum effectiveness.

·          Utilise guidelines for general telephone etiquette.

·          Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness.

 

Generating Customer Loyalty

·          Understand it takes more than ‘satisfaction’ to generate customer loyalty.

·          Realise the impact of word-of-mouth communication by dissatisfied and delighted customers.

·          Consider the distinction between ‘service process’ and ‘service outcome’, including tips on improving the customer’s experience of both.

·          Identify the ‘Impression Points’ of your business, and how to enhance them.

·          Consider the effects of meeting (and exceeding) customer expectations.

·          Learn techniques for responding to customers’ complaints to ensure a positive outcome for the customer, and for you.

·          Recognise what is required for the perception of service excellence.

 

Time Management

·          Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

“This course was so practical – my boss and my colleagues won’t believe it’s the same person at reception!”

 

Alice Magukabe, Dept Trade and Industry

 

“I thoroughly enjoyed this course and I learnt so much”

 

Joyce Radebe, City of Johannesburg

 

“I thought I knew everything about my job but you have taught me so much more. Thank you”

 

Felicity Crowthorne, ABSA

 

“This was a wonderful course that all receptionists should attend”

 

Magda van Heerden, DWAF

 

“Wonderful presenter, excellent material – I’ll be back for more courses with Siyanqoba”

 

Suzanne Harthof, De Beers

 

“Fantastic training course. I was surprised at how much I learnt in just two days”

 

Karin Druff, Department of Home Affairs

 

“I am so blessed to have attending this course, I wish everyone could”

Wendy Pienaar, TUT

 

Siyanqoba Course Booking Form

*Event Name: Telephone Skills

*Region:

 

 

*Name:

*Position:

 

 

*Company:

*Telephone Number:

 

 

*Postal Address:

*Fax Number:

 

 

*City:

*Cell Number:

 

 

*Code:

*E-mail:

 

 

*VAT Number:

*Incl Blackberry: (Yes/No)

 

 

 

Bank Details:

Account Name: Siyanqoba Seminars, Standard Bank, Lynnwood Ridge, Branch Code 012445, Acc No: 012216755

Cancellations:

·          No shows on the day of training will be charged 100% of the course price. A substitute delegate is welcome at no extra cost.

·          Delegates may transfer their registration to another course, once at no charge – provided we are informed at least 5 working days before the course. For last minute transfers or transfers made inside of the 5 working days, a late transfer fee of 20% will be charged.

·          You may cancel your registration, in writing, up to 7 working days before the course takes place, incurring a 10% administration cost. Cancellations made inside of the 7 days will be liable for the full fee.

·          Unfortunately, no refund can be given to delegates who do not attend without giving prior notice. Delegates who do not arrive for training on the day and who have a valid excuse – will be transferred onto the next course and charged a 20% transfer fee – only one transfer is allowed per delegate.

·          Please note, once your registration form is received, you will be issued with a tax invoice. Payment, or proof thereof or an order number must be received on the first day of the course.

·          The image of the gift is a visual representation only, pls enquire about the specifications.

Confirmation:

If you do not receive communication – outlining participation details – one week prior to the event, please contact Siyanqoba Seminars.

 

I hereby acknowledge that I understand and agree to the terms and conditions of my registration.

 

Fore more information please call Olga on 012 998 3668

 

 

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