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Ingwe Corporate Training is an accredited provider with the Services SETA (SAQA 1994).
Telephone Skills & Voice Training
Projecting a Professional Image
How do we become the type of people that customers or colleagues want to talk to? How do we make every phone call an example of successful telephonic communication? Projecting a professional image on the telephone is fundamental for successful cstomer relations. 'Telephone Etiquette and Voice Training' is a one-day course designed to increase individual effectiveness on the telephone.
Course Duration: One day
Course Outline:
Unit 1: Communication Fundamentals
Reaching the listener is the first step toward effective communication.
- Profiling the listener/audience: understanding needs, perceptions and biases
- Appealing to the listener/audience: how to make an impact
- Active Listening: Reflective and Interpretive
- Importance of open communication
- Understanding different communication styles
- Conversational structures, speaking the customer's language
Unit 2: Improving Communication
Understanding the functions of the speech organs and the correct use of parts of speech allows for improved conversation. Using plain English reaches the listener.
- Elements of Voice (Pitch, Volume, Pace and Quality)
- Elements of Speech (Pronunciation, Emphasis, Stress, Standard English and non-words)
- Essential English Vocabulary and Grammar: improving your language skills
- Common errors: use of tense and the Rule of Concord
Unit 3: Customer Focus
Become enthusiastic about providing great service.
- The need for customer service
- Understanding customer profiles
- The Service Attitude
- The benefits of great customer service
- Developing an effective service strategy for each customer
- The best way to handle difficult customers
- Techniques to reduce customer service stress
- Delivering and receiving constructive feedback
- Understanding 'Emotional Intelligence' and how it relates to conflict in the workplace
Unit 4: Tele-personality Skills
Techniques to communicate successfully with the caller and build customer loyalty.
- Building rapport - connecting with the caller
- Influencing perceptions: creating a positive impression of your company
- Good telephone manners
- Effective questioning techniques - finding out what the caller really needs, fast
- Telephone time management: increasing your productivity
- Telesales: making it work for you
Accreditation
Ingwe Corporate Training is an accredited provider with the Services SETA (SETQAA Decision number 1994). 'Telephone Etiquette and Voice Training' is aligned to unit standard 7790 'Process incoming and outgoing telephone calls', NQF level 3, 3 credits. Learners are able to complete the summative assignment and, if deemed competent earn NQF points.