1. Answer promptly
Use the company’s answering target and a clear greeting.
Practical telephone skills
Stop losing customers between the call and the callback.
A customer calls. Someone promises to respond. Nobody does. The customer buys elsewhere, and the boss never knows the sale existed.
Two hours of online training. Ten key concepts. An exam and a certificate of completion. All in English.
Available now · Online · English
R195 per attendee
Enrol one attendeeOne payment. One language course. Learn at work or at home, in short sessions, and return to the lessons for a refresher.
The call arrived. Did the customer hear back?
69%
of missed business calls received no callback within 48 hours in Quo’s analysis of 16.7 million missed calls.
32%
of customers reported calling a company with a complaint or question, being promised a return call, and not receiving it.
These figures measure missed follow-up, not confirmed lost sales. The 69% figure concerns unanswered calls and counts outbound attempts, not successful conversations. The 32% figure describes customers’ reported experiences, not the failure rate of all callback requests. Neither is a South African benchmark.
Ten habits that protect the next enquiry
2. Sound welcoming
Smile, speak clearly and give the caller your attention.
3. Listen before responding
Understand what the caller needs and confirm it.
4. Capture the essentials
Record the name, number, request and urgency accurately.
5. Manage a hold
Explain the hold and keep the caller informed.
6. Transfer with care
Brief the receiving colleague and recover a failed transfer.
7. Know when to escalate
Recognise urgent issues and involve the right person.
8. Make a clear promise
Agree who will respond and when.
9. Complete the callback
Own the follow-up until the customer receives a response.
10. Close and check
Confirm the next step and review outstanding enquiries.
Training that fits around the working day
- Two hours of training across ten focused concepts
- Short online videos and practical examples
- Learn on a phone, tablet or computer
- Return to lessons when you need a refresher
- An exam to check your understanding
- A certificate of completion after completing the course and passing the exam
The certificate records course completion. It is not an accredited qualification or a guarantee of workplace competence. Practise holds, transfers and callbacks on your company’s own system.
Illustrative examples, not customer endorsements
“The important part is making sure the caller hears back. Passing on the message is only the beginning.”
Example receptionist“I want every enquiry to have a named person and a deadline, so we can see what still needs a response.”
Example business ownerRepresentative instructor profiles
Fictional profiles showing the teaching roles, not claims about the actual delivery team.
Alex Morgan
Telephone communication tutor: demonstrates greetings, listening, holds and clear messages.
Lindiwe Mokoena
Customer follow-up tutor: demonstrates callbacks, escalation and practical call scenarios.
Before you enrol
Is this a four-language course?
No. This page offers the English course only. Afrikaans, isiXhosa and isiZulu have separate pages.
Must I leave the office?
No. Work through the online lessons in short sessions wherever you have internet access.
How do I enrol?
Use the enrolment button to request one English place by email at R195. Payment and access details will be arranged in the reply.
Give your next caller a reason to stay.
R195 per attendee
Enrol one attendee