ONE-DAY SKILLS PROGRAMME ON:TELEPHONE SKILLS in Temba, Gauteng

Beskrywing
(NQF LEVEL 2, 4 CREDITS - US: 14348 & US: 14338)
10 June 2011

Next course will take place on:
9 September 2011
4 November 2011
INTRODUCTION
This telephone skills programme will equip you with the necessary ability to project a professional image, and will generate customer satisfaction at all times. The programme will improve communication skills and improve confidence.

PROGRAMME OUTCOMES:
After completing this programme, learners will be able to:

· Employ effective telephone etiquette;
· Answering the telephone according to organizational standards;
· Processing incoming and outgoing calls according to organizational standards;
· Greeting clients in a professional way;
· Attending to a customer enquiries of a semi-routine and predictable nature;
· Generating know solutions to a defined range of customer problems and queries;
§ Recognise the importance of the telephone as a public relations ?tool? when it is used properly.
§ Use it as the first link with the world outside a company;
§ Recognise the importance of a well-spoken voice;
§ To deal with all types of personalities on the telephone;
§ Be awareness of the importance of customer service;
§ Understand the importance of a professional image regarding the telephone:
ü Effective vocal usage, flexibility and clarity
ü Resonance and articulation
ü Listening techniques, active vs. passive listening
ü Reactive vs. proactive language
ü Answering the telephone, screening calls and taking of messages
ü Verbal impactors, getting the right information to personalise the interaction acknowledgement of
customer's needs
§ Critical service dimensions, assisting the customer efficiently
§ Customer psychology
§ Becoming customer centred, mediocre, zero or serious effort
§ Poor versus good customer service over the phone
§ Handling irate clients.

WHO SHOULD ATTEND?

All staff that need to communicate in a confident, efficient and friendly manner on the telephone.
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.

UNIT STANDARDS: This programme is aligned to the following unit standards:
1.) ID NO: 14338 ? Attend to customer enquiries in an office setting;
2.) ID NO: 14348 ? Process incoming and outgoing telephone calls
*The above-mentioned unit standards are an extract of the National Certificate: Business Administration Services, NQF Level 2.

Assessment:
Learners will have to prove their competence in applying the knowledge, skills and behaviour learnt during class exercises and group work. Each learner must submit a portfolio of evidence within a specific time frame.

Certification:
After the successful completion of this skills programme and the portfolio of evidence, learners will receive a certificate of competence. Alternatively learners will receive a certificate of attendance if they do not wish to hand in a portfolio of evidence.

Course Rate: R 1999 per person (Inc VAT, lunch, refreshments, study material)
Venue: Protea Hotel Capital, Pretoria Reference Number: Please use your invoice number
Closing date for registration: 9 June 2011 Cancellation Date: 3 June 2011