Course Objectives

After this course you will be able to do the following

• Answer calls promptly, clearly and politely in accordance with enterprise standards
• Offer friendly assistance to the caller, and accurately establish the purpose of the call
• Repeat call details to the caller to confirm understanding
  Answer caller enquiries promptly, or transfer caller to the appropriate location/person
• Record caller requests accurately and pass on to the appropriate department/person for follow-up
• Relay messages accurately to the nominated person within designated timelines
• Report threatening or suspicious phone calls promptly to the appropriate person, in accordance with enterprise procedures
• Use language and tone and volume appropriate to phone calls.