TELEPHONE ETIQUETTE SKILLS

  • Check with seller
  • Published date: July 14, 2017
  • Modified date: May 22, 2019
    • Cape Town, Cape Town, Western Cape, South Africa

Frontline Staff positions are the most important positions for any business. These staff members are the ones who have the first contact with existing and potential customers and they have the power to MAKE or BREAK whether or not this customer chooses to stay (or become a customer)
Outcomes:
• Employ effective telephone etiquette
• Answer telephone according to organisational standards
• Process incoming calls according to organisational standards
• Process outgoing calls in accordance with organisational requirements
• Understanding your role as representative of your company.
• Responding to callers with the appropriate greeting and correct phone voice.
• Handling incoming and outgoing calls - structuring Calls, Phone Messaging, Voicemail Messages and Call-to-Actions.
• Telephone jargon and alternative dialogue.
• Dealing with complaints and angry customers.
• Barriers and bridges to communication.

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