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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.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 etiquette to enhance your image and that of your organisation
Outline
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
24 November 2023 (EB: 2/11/2023)
27 February 2024 (EB: 6/2/2024)
21 June 2024 (EB: 30/5/2024)
26 August 2024 (EB: 5/8/2024)
5 December 2024 (EB: 14/11/2024)
12 March 2025 (EB: 19/2/2025)
Course fees (Inclusive of 8% GST)
Early Bird (EB) S$367.20
Normal S$421.20
Members S$324.00
Course fees (Inclusive of 9% GST)
Early Bird (EB) S$370.60
Normal S$425.10
Members S$327.00
Mode of Training: Physical Training
Venue: Marina Square or similar (Tea-break vouchers will be provided.)
Funding: SDF / SFC
Course Code: TGS-2020500529
Read More
https://eontraining.com.sg/tet
Register
https://eontraining.com.sg/reg/tet
E-Certificate
Participants will be awarded Cryptographic Digital Certificates upon completion of the course.
Trainer's Profile
Ms Josey Koh has delivered more than 1,000 hours of soft skill training, workshops and talks to adults from all walks of life.
She has a very cheerful and bubbly personality that always makes her training lively and engaging. Her participants had enjoyed their time throughout the sessions and gave very positive feedback. She has vast years of experience in customer service, front desk, administrative support and more from her corporate days. Some of her clients include the National Healthcare Group (NHGP), Nagase Singapore (Pte) Ltd, IBM Singapore Pte Ltd and many others.
Josey is now providing training for all relevant soft skills to impart her experiences to her learners.
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Event Venue & Nearby Stays
Marina Square, PARKROYAL COLLECTION Marina Bay, 6 Raffles Blvd, Singapore 039594, Singapore,Singapore
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