Provided by: Effective Outsource Networks

Telephone Etiquette and Techniques on Handling Difficult Callers

Telephone

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.
This is primarily ilt training
Course Level:basic
Duration:1 days
Training Presented in:English
Training Provided by Effective Outsource Networks
Telephone Etiquette and Techniques on Handling Difficult Callers
Why is this important?
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.
How will you benefit?
After the workshop, you will be able to:
-determine how callers measure your service and what it takes for you to do your job professionally
-demonstrate the 2Vs to project a professional image of yourself and enhance the caller's confidence in you
-say the four phrases in a telephone call
-apply the techniques to handle different difficult caller situations
-demonstrate proper telephone etiquettes to enhance your image and that of your organisation
What will you learn?
Customer Service Basics
- Understand what it takes to do your job professionally
- Service as defined by customers
You As The Communicator
- Managing your voice
- Use professional service language
- Use of questions
- Use of empathic listening - levels of listening
The Structure of a Telephone Call
- The 4 phases of a telephone call
Develop Telephone Etiquette to Project a Professional Image
- Announcing yourself
- Put customer on hold
- Making an outgoing call
- Terminating a call
Techniques in Handling Different Difficult Situations
- The approach to dealing with angry/ irate callers
- 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
Who should attend?
Those who have to handle customers over the phone regularly.
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.
Available dates:
17 Feb 2017 (EB: 26/ 1/2017)
16 May 2017 (EB: 25/ 4/2017)
17 Aug 2017 (EB: 27/ 7/2017)
2 Nov 2017 (EB: 12/ 10/ 2017)
About The Training Provider: Effective Outsource Networks
Effective Outsource Networks - EON Consulting & Training Pte Ltd, formerly known as Effective Outsource Networks, was established in 1996 and 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. Mission ...
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