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Telephone Excellence for the Office Professional (2 Days)

The workshop is designed to encourage staff to interact and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this role.

The Telephone Excellence for the Office Professional programme covers all key aspects of proper conduct and practices in the reception area and also equips call centre staff with the practical skills to operate productively and efficiently in this environment.

Training Course Objectives for Telephone Excellence

§ Importance of answering the call in a professional manner
§ Portraying a polite and friendly image
§ Taking accurate messages and relaying them
§ Transferring calls and keeping the client informed of delays
§ Making calls. Ways of finding telephone numbers.
§ Assisting customers with requests.
§ Finding out the purpose of the call, questioning techniques.
§ Dealing with difficult callers