Taking Incoming Phone Calls

There are procedures and protocols around taking incoming phone calls in the Retail and Warehousing Industry. This Powerpoint presentation gives students a detailed introduction to the skills and procedures required including:
+ Using your telephone voice
+ Creating a good first impression
+ Initial greeting
+ Writing down details
+ Confirming details
+ Transferring calls
+ Managing unpleasant or threatening calls
+ Procedures for dealing with terrorist threats

This Powerpoint presentation can be used as part of:
Australian Training Package
SIR30216 Certificate III in Retail
SIRXCEG001 Engage the customer

NSW Retail Services Syllabus
SIRXCEG001 Engage the customer