TELEPHONE SKILLS

Unit Standard Id 7790; NQF level 03; Credits 3

Who Should Attend?

All those operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others.

Learner Outcomes

The qualifying learner will be capable of:

- use the telephone to project a positive company image and build business
- applying telephone techniques to establish rapport
- understand how voice, tone and the use of language for maximum effect
- identify examples of the principles of non-verbal communication and etiquette when dealing with customers on the telephone
- recognise the importance of using technology to best advantage
- take and relay accurate messages
- structure and control a call
- manage difficult situations to achieve successful outcomes
- define service excellence and understanding customer needs and expectations
- open and close calls clearly and professionally

Course duration : 2 days