Executive Diploma in Telephone Etiquettes & Call Handling

Executive Diploma in Telephone Etiquette & Call Handling

2KO Africa is a partner with European International University (EIU-Paris), and offers online diplomas world wide. The diploma in Telephone Etiquette & Call Handling, is available in South Africa, and everywhere else in Africa, through 2KO Africa. The phone is the most used tool in modern business and it is vital for effective business communication. This programme is ideal for customer service representatives who are constantly seeking to deliver professional telephone standards on a consistent basis.

  • LEARNING OUTCOMES

    Telephone Etiquette is a basic part of customer service and it is especially important in competitive industries because if it is not done right, then the customers will have other options to choose from.

     

    By the end of this programme, the participants will be able to:

     

    Adopt a telephone manner that would provide a lasting impression with the customers and callers.

    Accomplish greater control of the call and more positive results on every telephone transaction.

    Learn the right attitude and competencies that are essential for a customer service representative.

    Develop a technique in handling complaints and irate customers.

  • COURSE SCHEDULE

    To see the course schedule and prices in US$ - click here

     

    To see the course schedule and prices in South African Rand - click here

  • MODULES COVERED

    Module I Call Control and Average Call Handling Time
    This module will focus on helping the participants advance their call handling skills.  By teaching them the right questions to ask and how to respond professionally, then at any given time, they would surely be able to gear all conversations toward a more structured call without compromising the customer’s experience or satisfaction.

    Module II Call Center Telephone Customer Service
    This module will let the participants discover that they play a very crucial role in the success of a business.  As they are the first point of contact for the customers, this would help them develop a “Customer Caring” and “Customer First” attitude that would lead to an effective customer service.

     

    Module III Handling Angry and Difficult Callers
    This module will teach the participants on how to diffuse the anger of a customer, regain control of the call and turn the intense conversation into a collaboration with the aim of resolving the issue.

  • WHAT WOULD YOU GET AT COMPLETION

    1. Mastery of and competency in specific targeted job skills much required for personal impact and professional success.
    2. Nationally recognized and international accredited EXECUTIVE DIPLOMA IN Telephone Etiquette Call Handling evidencing your competitive advantage in the job market, locally and internationally.
    3. Greater confidence to face job-related tasks and achievement of optimized performance.
    4. Direct application of relevant vocation-specific skills and technical know-how transfer for significantly improved performance at workplace.
    5. Higher likelihood of being considered for job promotions and salary upgrades.
    6. Become officially certified as EXPERT SPECIALIST, both theoretically and practically, in a specific field of specialization

  • ENTRY REQUIREMENT

    - Learners should possess a high level of motivation and self-discipline.
    - Learners should be proficient in the English language.
    - Learners should possess at least 1 year of professional working experience in any field, and/or has completed high school.
    - Learners must possess basic smartphone or computer operating knowledge and skills.

  • PATHWAY OPTIONS

  • DURATION

    Up to 6 months

  • LEARNING MATERIALS

    Personalised, easy to understand text-based (reading materials) interactive resources that progressively and systematically takes the learner through various areas of competencies required at the workplace, in a specialised field of study

  • ASSESSMENT OF LEARNING

    Personalised exercises, assignments and/or quizzes are utilized throughout the course/programme to measure progress in learning.
    such comprehensive assessment procedure is characterized by being diagnostic, formative (intervention-oriented), and summative

  • COMPLETION REQUIREMENTS

    100% completion of courses and assessment therein is required to be able to get certified in the said course and/or programme

  • RECOGNITION & ACCREDITATION

    The European International University (EIU-Paris) is duly recognized as Vocational Education & Professional Training (VEPT) service provider in accordance to Article R.6351-6 of the French Employment Code, under the registration number: 11755784775, with the prefecture of the region of ILE-DE-FRANCE, as well as internationally accredited by the Accreditation Service for International Schools, Colleges, and Universities (ASIC), a U.K. Government recognized international accreditation body.