Course: Process Incoming and Outgoing Telephone Calls
Category: Customer Relations and Reception Skills
Services SETA Accreditation Status: Full Accreditation
Unit Standard: “Process incoming and outgoing telephone calls”
Unit Standard ID: 14348
Level 2 Credits 3
WHO SHOULD ATTEND?
This one-day course is suitable for Telephonists, Receptionists, Secretaries, Personal Assistants, Secretarial Support Staff, Clerical Staff and Administrative Staff
OUTLINE OF TRAINING CONTENT
The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities, once we know how to use it effectively. In most cases, the telephone is the first contact customers have with your organisation and the way in which you manage your telephone skills can make or break corporate image.
An introduction to telephone etiquette
- The impact of telephone use on corporate image
- The principles of effective telephone communication
- The importance of the voice when using the telephone
Answer the telephone professionally and according to organisational standards
- The procedure to answer the telephone professionally
- The procedure to screen calls effectively
- Callers on hold and how to handle them effectively
- How to manage multiple lines
- How to take messages effectively and control follow-up actions
Process outgoing calls
- The guidelines to making a telephone call
- The etiquette guidelines when making calls on behalf of someone else
The general telephone etiquette guidelines
- The security of information and confidentiality
- The consequences of telephone misuse
- Handle complaints effectively
ASSESSMENT OF LEARNERS
Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and a demonstration in the workplace. If being assessed as competent, the learner will be awarded 3 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry requirements according to the Unit Standard: Learners accessing this Unit Standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.
Course: Quality Service Aimed at Customer Satisfaction
Category: Customer Relations and Reception Skills
Accredited at the Services SETA
Unit Standard: “Monitor Customer Satisfaction”
Unit Standard ID: 7836
Credits 3 Level 4
WHO SHOULD ATTEND?
This two-day course is suitable for employees dealing with customers:
Frontline Staff, Customer Contact Staff, Client Service Staff, Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff.
OUTLINE OF TRAINING CONTENT
Customers are the reason most organisations exist. Those interacting with valuable customers make critical business decisions on a daily basis – employees in contact with customers have to direct and assist them, provide information, solve problems, deal with difficult situations and display an image that represents the professionalism of the organisation. Customer service is an art requiring behavioural skills, as well as a science that requires specialised methods, guidelines and techniques that has to be learned and practised in order to be truly effective. Knowing the expectations of customers and the requirements of customer relations, provide job satisfaction and most important, customer satisfaction. Good customer service enhances teamwork, as employees learn to what extent they are dependent on one another to satisfy the customer and how customer satisfaction enhances the reputation of the organisation.
You are the organisation… the service… the image
- Understand the importance of your role in the organisation to create and retain customers
- You don′t get a second chance to make a first impression: Analyse the elements of personal image and professionalism
- Understand that knowledge of the organisation is the tool towards efficient customer service
The focus on the customer
- Define: Who is the customer?
- Determine the value of your customers: For you… and for your organisation
- Determine the impact of service on the customer
Service aimed at quality
- Determine how you can contribute to enhancing your organisation′s competitive advantage
- Learn how excellent companies define and deliver service
- Understand the levels of customer satisfaction
- Learn how to balance personal and technical competencies
- Understand the crucial determination of quality service
The moment of truth: Customer interaction – the process
- Learn that effective communication is the vital link in customer interaction
- Understand the importance of human relations skills
- Learn how to establish rapport during interactions
- Understand the process of interaction with the customer and practise techniques to get one hundred percent cooperation
Customer complaints and continuous improvement
- Learn how to go beyond service towards customer satisfaction
- Learn how to determine customer expectations: What they want and need
- Understand the value of ongoing customer feedback
- Set service targets
- Analyse reasons why customers complain
- Understand the value of customer complaints
- Customer problem solving: Learn how to negotiate win/win solutions
