Telephone Techniques

Objectives

Participants will be able to:

• understand the importance of the telephonist in creating and maintaining the image of their organisation
• update their skills in handling telephone contacts to ensure courteous and efficient service at all times

Programme Outline

• The expectations and requirements of the telephone user today
• The switchboard operator: a key customer service post
• How to make full use of telephone technology to improve the caller’s service experience
• How to give a courteous, professional welcome over the telephone
• How to handle the interface between the switchboard and the departments
• How to keep control over tricky situations: absent colleagues, unwanted callers, etc
• Saying the right thing: appropriate expressions in English and French

Who should attend?

All switchboard operators, telephonists and telephonists/receptionists

Duration

6 hours

Fees

MUR8,000/- per participant