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Telephone Skills Courses

  Telephone Skills and Etiquette

Course Description

Telephone Skills and Etiquette will assist with the following: Answer the telephone professionally and politely, adapting your voice to communicate clearly Portray a polite and friendly image Learning how to politely put someone on hold as well as transferring calls correctly and efficiently Taking thorough messages Dealing with difficult callers Using effective listening techniques Improved confidence

 

Target Audience

Personal Assistants, Secretaries, Receptionists and General office staff.

COURSE SCHEDULE

21 Feb - 22 Feb   R3500 Book Quote
17 Apr - 18 Apr   R3500 Book Quote
10 Jun - 11 Jun   R3500 Book Quote
Request a Private Course

Hours are 08:30 to 16:00 unless specified otherwise

COURSE OUTLINE

1. Introduction to Telephone Communication

  • The importance of answering all calls in a professional manner
  • The impact it has on the company's image
  • Understanding the different communication styles
  • Elements of speech such as pronounciation, emphasis, pitch of voice, pause etc.

 

2. Customer Focus

  • Portraying a polite and friendly image
  • Needs and benefits of customer service
  • Cultivating a service attitude
  • Assisting customers with requests
  • Handling difficult callers

 

3. Communicating on the telephone

  • Build customer loyalty
  • Techniques to communicate successfully with the caller
  • Telephone time management in order to increase productivity

 

4. Technology

  • Technology regarding telecommunication such as teleconferencing amongst others
  • Telephone Aids
  • All the tools necessary to ensure that the above principles are applied correctly

 

5. Telephone Etiquette

  • Good telephone manners
  • Putting a client on hold and transferring calls correctly
  • Do's and taboos

 

6. Dealing with Difficult Callers

  • Role-play
  • How to handle difficult callers successfully
  • Common errors
  • Delivering and receiving constructive feedback

 

7. Incoming and Outgoing Telephone Calls

  • Effective questioning techniques
  • Establish what the caller really needs
  • Listening skills and building rapport
  • Creating a positive impression of your company

 

8. Taking Messagesurat

  • Accurate and effective message-taking
  • Taking ownership of messages and following up

 

9. Practical Skills Application

  • Action plan on how to implement and apply learned skills

Private Training?

Would you prefer to take a private Telephone Skills course with one of our certified trainers?

We offer Telephone Skills training:

From 1 to 100 delegates, On-site at your offices.

Group rates, Flexible dates, Customised courses & Ongoing support for Adobe Telephone Skills

Private Course Request


Virtual Classroom

Live, Online instructor-led Telephone Skills training.
Flexible dates and times to suit. All taught in real time wherever you are to individuals or groups.


Testimonials

If you would like to see our Telephone Skills Testimonials, please either contact us directly or view our client list and their experiences with our company.

Telephone Skills courses
Telephone Skills COURSE INFORMATION

Which Telephone Skills Course do I take?

There are 2 courses on offer. A 1-day beginner and a 1-day advanced. Please read the course oulines above to determine which is best for you. We recommend taking the advanced course if you are knowledgable of at least 70% of the beginner course.

Adobe Telephone Skills Onsite Course Options

Wherever your office is located, we can come to you and deliver a private custom Telephone Skills course. The larger the group the bigger the discount. However we also offer Telephone Skills training for individuals, either at your corporate headquaters or your home.

For on-site courses, you will need to have a computer with Telephone Skills and MS Word and if there are 3 or more delegates, a projection system is required for our Telephone Skills instructor.

Adobe Telephone Skills Public Courses

Currently we only offer Public Telephone Skills courses in the Johanensburg and Cape Town areas. We can however provide a private onsite course or of course an online Telephone Skills course is also available

Telephone Skills Online Courses

If you are unable to attend a public Telephone Skills course, or simply prefer the convenience of an online course, these are regularly offered. For online Telephone Skills courses you will need Telephone Skills and MS Word, an insternet connection of 5MB/s or faster and a headset with a mic or use your laptop's built in mic and speakers. All Telephone Skills course materials are provided digitally. The course is of course, live and fully interactive with engaging teaching.

Adobe Telephone Skills Private Course

Telephone Skills users tend to use the product for specific purposes. We can tailor a course to meet your specific goals.

What else should I learn after my Telephone Skills course?

Telephone Skills is mostly a standalone application, with the majority of users converting MS word documents to a PDF and using Telephone Skills for building electronic forms. If you need assistance with layout and graphic design, you should look into Adobe InDesign.

Telephone Skills training courses are available for all versions

Adobe frequently updates Actobat and we continue to teach earlier versions for those that have not upgraded

About Telephone Skills courses and Telephone Skills Training Courses from TTC

Our instructors have been using and teaching Telephone Skills for over 20 years. Whether you are a beginner or advanced we can assit you.

Prerequisites for enrolling in Telephone Skills public courses

For our beginner courses there are no prerequisites however we do recommend a working knowledge of MS Word

Course materials for Telephone Skills courses

All delegates receive digital materials which are the official Adobe training manuals. Our instructors may provide addtional training lessons and information especially for custom courses

Telephone Skills Certification Training

Adobe is a global company based in the USA and Telephone Skills certification through Adobe is recognised worldwide. We can assist you obtaining certification. Taking our Telephone Skills courses is your first step to certification. Adobe have offered 2 certification levels. Adobe Certfied Expert (ACE) and Adobe Certified Associate (ACA). The ACE is a higher qualification which requires writing an online exam

 

Telephone Skills Course Reviews and Testimonials

Although Telephone Skills is widely used, very few users actually understand the full benefit and potential of Telephone Skills when it comes to electronic forms and distribution. Delegates who have taken our Telephone Skills courses now have the ability to better manages and streamline their document flow / process. You are welcome to contact them.

World Class Telephone Skills Instruction

You can rely on the expertise of our instructors who have been teaching Telephone Skills courses for over 15 years. Our trainers are developers too. It’s essential to learn from professionals.

Telephone Skills Course Support

When you attend our courses, all delegates receive course materials, a certificate on completion and 3 months support from our certified instructors.

Your Course is Guaranteed

We guarantee your course and offer a full refund if you are not satisfied with your Telephone Skills training experience. Just let us know within the first 2 hours of your course.