Effective Telephone Techniques
   
 
 

In many businesses, the telephone is the customer's first contact with a company. The moment we pick up the telephone, we represent the organization. Customer gets an impression of the company through the image we portray over the telephone.

This workshop aims to introduce the key elements of a successful telephone phone calls and help participants to deal with their customers, politely and efficiently.
  Participants will also learn effective techniques in developing rapport and building customers relationships over the telephone.
 
  Objective
   
  At the end of the workshop, participants will be able to :
  • Project a positive image over the telephone
  •  Demonstrate the 7 key elements to a successful service phone call
  •  Listen actively over the phone
  •  Handle difficult customers over the phone confidently
 
  Course Content
   
 
  •  Introduction
    		•
    - Using The Telephone To Enhance Corporate Image
  •  Telephone Irritant
    		•
  •  Key Elements To A Successful Service Phone Call
    		•
    - Preparation
    - Positive Greeting
    - Using Customer's Name
    - Transfer Customer Calls
    - Take Responsibility
    - Take Detailed Messages
    - Close With Confidence
  •  Two Main Elements in Telephone Communication
    		•
    - Vocal: Tone of Voice
    - Verbal: Use Mature and Rewarding Words
  •  Effective Listening Skills
    		•
  •  Questioning Techniques
    		•
  •  Returning Calls
    		•
    - Plan Your Calls
  •  Handling Challenging Customer Over The Phone
    		•
    - Don'ts of Difficult Calls
    - Do's of Difficult Calls
    - Steps in Handling Challenging Customers Over The Phone
    - Practice Empathetic Listening With Your Difficult Customers
     
      Course Duration
       
      1 day seminar
     
      Session Available
       
     

    - Public Seminar sessions will be run once a quarter.
    - In-house customisation of seminar is also available.

     
      Who Should Attend
       
      Customer Service Representative, Supervisors, Executives
       
      IT |  Soft skills  |  Project Management
      Home  |  About Us  |  Location  |  FAQ  |  Career  |  Updated News  |  Testimonial  |  Disclaimer
      © 2002-2006 TrainPRO Academy Sdn. Bhd. All rights reserved