Provided by: Effective Outsource Networks

Telephone Etiquette Techniques on Handling Difficult Callers 15 May 2012

Business and Management Skills

Love the phone or hate it, it is becoming clear that it is the way to do business and it is here to stay. As the telephone is now widely used in business, it is important that we excel in areas of telephone communication. So being able to handle telephone calls efficiently and effectively will let you go a long way to enhance not only your own image but also the image of your organisation.
Benefits
After the workshop, participants will be able to:
-say how callers measure their service and what it takes for them to do their job professionally
-demonstrate the 2Vs to project a professional image of themselves and enhance caller's confidence in them
-say the four phases in a telephone call
-apply the techniques to handle different difficult caller situations
-demonstrate proper telephone etiquettes to enhance the image of themselves and that of the organisation
Outline
Customer Service Basics
- Service as defined by customers
- Understand what it takes to do your job professionally
You As The Communicator
- How to create a positive physiology
- How to manage your voice
- Use professional service language
- Use of questions - types of questions
- Use of empathic listening - levels of listening
The Structure of a Telephone Call
- The 4 phases of a telephone call
- Telephone skills assessment
Develop Telephone Etiquette to Project a Professional Image
- Announcing yourself
- Put customer on hold
- Making an outgoing call
- Terminating a call
- Role Play
Techniques in Handling Different Difficult Situations
- The approach to dealing with angry/ irate callers
- Methods to handle caller's questions
- Ways to interrupt a talkative caller to refocus them back to the issue
- The different methods of saying "No" when it is just not possible to accede to their requests
- Ways to get callers to work with you towards your proposed solutions
- Role Play
Methodology
Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play, and lectures.
Who Should Attend
Those who have to handle customers over the phone regularly.
Course Details
Course Date 15 May 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 24/ 4/ 2012
Fee Per Participant
S$267. 50 (Early Bird)
S$310. 30 (Normal)
S$235. 40 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved Yes
Trainer
Ms Chua Bee Choo
Testimonials
"I have gained techniques and skills of handling and dealing with customers over the counter and over the phone."
- Ms Ally Liew Pui San, Senior Assistant, Customer Service, Kim Eng Securities Pte Ltd
"The trainer is friendly and able to understand and listen to what the audience need, as well as feedback effectively."
- Ms Tan Hong Chee, Public Relation Officer, Top Zone Construction & Engineering Pte Ltd
"The trainer is fun, lively, enthusiastic and practical."
- Ms Norpipah Bte Ibrahim, Corporate Support Officer, Nanyang Polytechnic
Participants will receive a Certificate of Attendance upon course completion.
This is primarily ilt training
Duration:7 hours
Training Presented in:English
Training Provided by Effective Outsource Networks
About The Training Provider: Effective Outsource Networks
Effective Outsource Networks - Established in 1996, Effective Outsource Networks (EON) specialises in providing human capital consulting and training services to organisations in Singapore. It has helped organisations improve on day-to-day human resource operations through three main areas of support, namely, information service, consulting, and training. In January 2013, EON was incorporated as EON Consulting & Training...
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