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 –
We now offer this programme, and all our training courses as Virtual Training / Remote Training,
to meet your unique needs arising from the COVID-19 Corona Virus epidemic.
Call Centre
and Telephone Etiquette Training
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This Call Centre and Telephone Etiquette Training is:
Suitable for Call Centre Operators, employees involved in sales and customer service
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| Course Duration: 2 days |
NQF LEVEL: 4 |
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Through this Call Centre and Telephone Etiquette Training Course, your company will gain:
- Increased sales and market penetration
- Improved customer relationships
- Customer loyalty
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| Course content and outcomes: |
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| Through this Call Centre 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
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- The importance of attitude to be effective in sales & customer service
- Understanding the importance of internal and external customers
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- 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
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