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Call Centre Training and Telephone Etiquette Training

This Call Centre Training and Telephone Etiquette Training is offered throughout South Africa
– Cape Town, Durban, East London, Johannesburg, Port Elizabeth –

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Call Centre Training and Telephone Etiquette Training

This Call Centre Training and Telephone Etiquette Training is:
Suitable for Call Centre Operators, employees involved in sales and customer service

Course Duration: 2 days NQF LEVEL: 4
Course Objective:
    Through this Call Centre Training and Telephone Etiquette Training Course, your company will gain:

  • Increased sales and market penetration
  • Improved customer relationships
  • Customer loyalty
Course content and outcomes:

   Through this Call Centre Training and Telephone Etiquette Training course, delegates will learn:

  • Getting the basics right
    • – The fundamentals of customer service and sales
      – Teamwork and the service chain
      – Understanding the basic needs of every customer
      – The 3 V’s of communication – and how to maximize them – even over the phone
  • Basic telephone skills essential for every employee involved in customer service and sales
    • – First impressions formed on the phone
      – Putting a smile in your voice
      – Adopting a “yes we can” attitude
      – The importance of tone of voice, pitch and rate of speech
      – Time taken to answer
      – Getting essential information to serve
      – Questioning and probing techniques
      – The dreaded “please hold”
      – The dreaded “dead end” transfer
      – Giving and taking messages
      – Active listening skills
      – Matching the communication style of your customer
  • The importance of attitude to be effective in sales & customer service
  • Understanding the importance of internal and external customers
  • Handling in-bound calls effectively
    • – 5 critical things to do when opening an in-bound call
      – Attentiveness and active listening
      – Establishing the real need
      – Administrative efficiency and follow up
  • Handling out-bound calls and direct sales effectively
    • – Getting through the gate-keeper to the decision maker
      – Effective enquiring
      – Preparing a script
      – Selling benefits
      – Cross-selling and up-selling
      – Handling objections
      – Techniques for closing the deal
  • Handling difficult situations and problems relating to sales
    • – Knowing your product
      – Using your resources – the internal value chain
    • Handling complaints and irate customers
      • – Why complaining customers are highly valuable
        – Understanding the real issue behind the words
        – Creating calm and giving reassurance

      Click here to view our publicly scheduled Call Centre and Telephone Etiquette Training courses.

         To enrol delegates on this Call Centre Training and Telephone Etiquette Training Course, click on the link below:


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