Telephone Skills with E-mail Correspondence

Company Information

Company/Provider: VETTA Communication (Pty) Ltd

Email: Send Enquiry / Make A Booking

Telephone: 08611183882


Nationally presented
Western Cape
South Africa

R 2354.00

Course Description

Talking on the telephone makes some people uncomfortable. This is made worse of they’re using the phone for business purposes. A key to overcoming this discomfort is training on how to handle others telephonically. Developing these necessary skills helps with client relations, business cold-calling scenarios and general phone etiquette. This practical workshop will focus on business standards to improve company image, enhance customer service and ultimately boost profits.


Cape Town / Johannesburg / Durban

11 March 2015
17 June 2015
23 September 2015
11 December 2015

Port Elizabeth
11 March 2015


8 hours (1 full day)


Reasons for Telephone Skills
• Retain customers
• Gain new customers
• Exceed expectations
• Avoid repeat calls – be cost conscious and respectful
• Create a positive atmosphere
• Leave a lasting impression
• Diffuse anger
• Cut through confusion
• Show respect towards the tool that is responsible for generating
• Why not to perceive the telephone as an interruption
• Managing calls and emails through good time management
• Ways to adopt a good in-house telephonic and email policy

Communication skills
• Procedures in answering or making calls
• Vocal tone, pitch, intonation, enthusiasm, promptness in
• Speaking with positive intent and professionalism
• Active listening, positive assertiveness and feedback
• Etiquette and procedures with cellular telephones
• Email correspondence – presentation, grammar, spelling,
concise and accurate
• Formality vs. informality
• Taking control of the call and staying focused
• Dealing with a variety callers and character profiles
• Adopting a ‘one company one image’ approach



Cape Town
East London
Port Elizabeth


Cape Town - Southern Sun Hotel, Newlands

Johannesburg - Hackle Brooke, Randburg

Durban - Elarish Conference Centre, Bluff , Durban

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