Frontline Etiquette

PURPOSE

To process all telephone calls and to receive, consult and direct visitors in the reception and other areas.

TARGET GROUP

Receptionists, Secretaries and anyone that is responsible for handling calls, welcoming or dealing with clients.

THE TRAINING PROGRAMME

Personal behavior and etiquette
Use an appropriate telephone technique to handle inbound and outbound business calls.
Make a business call
Receive a business call
Record telephone messages correctly, and efficiently
Use the telephone as a tool to improve public relations in business
Voice skills
Summary of speech
Prepare for calls
Prepare a suitable message pad
What you need from the caller
Four stages in answering a call
Important techniques when answering a call
Tips for successful outbound calls
How to end a call
If the recipient is not available
Transferring a call
Forwarding the message
Transitions
A telephone user’s rights
Dress Code at the workplace
Relationships with colleagues

https://tccst.co.za/subscriptions/soft-skills/frontline-etiquette/

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