Telephone Etiquette

Telephone Etiquette

TELEPHONE ETIQUETTE

1. SCOPE

The qualifying learner is capable of:

• Attend to customer requests over the telephone
• Demonstrate personal skills required for positions involving customer contact
• Describe methods for dealing with customer complaints, abusive callers and emergency situations in accordance with organisational requirements.
• Employ effective telephone etiquette
• Take and transfer incoming calls, as well as messages in accordance with organisational requirements.
• The decision to disclose information or not to accordance with organisational requirements.

2. PROGRAMME ENTRY REQUIREMENTS / LEARNING ASSUMED TO BE IN PLACE

None

3. DURATION

1 Day

4. UNIT STANDARD REFERENCE

Workshop

5. COST

Please refer to office for formal quotation.

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