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.
