Handling Difficult Customers on the Telephone

In today's competitive business world, both internal and external customers expect high quality not only in your products, but also in the level of customer service you provide.

On the phone, although you do not intend it, you could be perceived as being rude or insensitive. This is because you cannot rely on body language and facial expressions to help you convey your message. You can only use words and your tone of voice to convey your meaning.

This one-day workshop focuses on the challenges in dealing with upset or difficult customers on the phone.

The workshop first takes you through essential telephone techniques you must possess. It then takes you through difficult customer service situations you may face in the course of your work, and how to handle these situations with poise and professionalism, while maintaining the goodwill and preserving the relationship with the customer.

 

Outline | Facilitators | Methodology | Who Should Attend | Testimonials | Objectives

Detail

Date: 20 Jul 2012
07 Sep 2012
Duration: 1, day(s)
9:00AM - 5:00PM
Fee: $398.00
Venue:

 TBC

Fees are subjected to prevailing GST of 7%

For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg

Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.

Outline

 Using the Telephone Professionally

  • Extending a verbal handshake
  • Listening actively
  • Taking and leaving messages
  • Preparing the customer for what will happen next
  • Signing Off
  • The sound of service – voice, articulation, and speech patterns


Responding to Negative Emotions on the Telephone

  • Who is serving?
  • The caller on a human level
  • Acknowledging an unhappy customer
  • Transferring calls for unhappy customers
  • Handling conflict on the telephone
  • Responding to people who don't think you can help
  • Responding to defensive people
  • Responding to angry or aggressive people
  • Handling the caller who won't quit

 

Facilitators

 Jolynn Chow

 

Jolynn has over 25 years of operational experience in areas like banking and finance, publication and distribution, import and marketing of packaging products, as well as training and education.

She has designed and delivered programmes on minute writing, report writing, business and technical writing, phonetics and spoken English, presentation skills, and customer service skills.

Jolynn holds a Master of Arts in Human Resource Development (MAHRD) awarded by the George Washington University, a Bachelor of Business Administration (BBBA) majoring in Marketing awarded by the Royal Melbourne Institute of Technology, and a Postgraduate Diploma in Applied Linguistics awarded by the RELC.

 

Methodology

 The workshop is highly interactive, and it engages participants through the use of role-play, group discussions, listening exercises, presentations and feedback.

 

Who Should Attend

 This workshop will benefit secretaries, personal assistants, administrators, executives, managers and other professionals who need to handle difficult customer service situations on the phone.   

 

Testimonials

Excellent Trainer. Could raise a lot of interest among participants.

Production Leader, Schering-Plough

The trainer, Jolynn Chow, has shown her knowledge in current business practices, and her excellent command of the language made it an enjoyable course.
Resident Manager, Keppel Land

 

Objectives

1.      Know the implications of your telephone behaviour and its impact on the organisation's image.

2.      Understand the importance of good telephone techniques and learn to master them.

3.      Gain the confidence to speak professionally on the telephone.

4.      Improve your telephone voice and use words and phrases effectively.

5.      Acquire the correct mindset in handling difficult callers.

 

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