Every day thousands of telephone calls are processed around South Africa, each one an opportunity to make or break the image of our country. Many calls are your organisation’s only opportunity to make a good impression!
The Telephone Tune-Up is an intensive and practical one-day workshop designed to deliver measurable improvements to your organisation’s service excellence on the telephone. This outcomes-based workshop will tune up existing employees’ telephone skills, while skilling new employees with customer-focused telephone techniques that save time and get results. Throughout this process, learners will have the opportunity to practice work-specific scenarios.
No matter how big or small your business, this workshop is suitable for anyone who puts your organisation’s image on the line – from switchboard operators to secretaries, from maintenance and service departments to sales, everyone needs to create an image that grows your business!
Workshop content includes:
- Creating a positive first impression on the line
- Meeting callers’ needs without compromising the needs of the business
- Questioning and communication techniques to control the effectiveness of calls
- Handling difficult situations
- Transferring calls effectively
- Taking accurate and complete messages
- Making every call count
- Building productive relationships on the phone
Recorded roleplays are used so that participants can hear themselves on the telephone.
This develops a self-awareness of their behaviour and service levels on the line.
A Registered Workshop with
Unit Standard - 7790
