Telephone Techniques for Customer Service and Admin Professionals
“From the programme, I have learnt to be efficient and effective
in customer service. I will put the concept & skills learnt into action
and enhance the customer experience. Excellent!”
- Ms Nasyriah Jamel, Corporate Support Officer,
Ministry of Community Development, Youth and Sport
Excellent customer service is not restricted to only face-to-face encounters. Being professional and courteous over the telephone is just as important as when speaking with someone in person. As the telephone is very widely used in businesses today, using the correct telephone etiquettes and possessing effective telephone communications skills are more important than ever.
What you say over the telephone and the way you say it will affect how the caller perceives your company. Thus, all employees who need to handle phone calls have to be equipped with proper techniques to create positive impressions on their customers, so as to make an impact and pave ways for productive encounters.
Detail
| Date: | |
| Duration: |
1, day(s) 9:00AM - 5:00PM |
| Fee: | $290.00 |
| Venue: | Stamford Road, near Dhoby Ghaut MRT |
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.
Participants will receive a Certificate of Attendance upon course completion.
SDF Funding Approved!
Please contact JobsDB Learning for more detail.
Outline
Introduction
- who is my customer?
- what is excellent customer service?
- how does the customer measure my service?
Managing The Telephone Calls Effectively
- structuring a telephone call
* ready and beginning the call
* gather information
* solutions and providing alternatives
- closing the call
- developing core competencies for effective handling of phone
* service readiness
* managing the attitude
* managing the voice
* effective listening skills
* FER to effective listening
* what to avoid when listening on the phone
* questioning skills
* types of questions
* handling customer questions
* use of service language
* what to use or avoid
Winning Telephone Techniques
- answer the telephone promptly and appropriately
- use courtesy title
- take messages
- put customers on hold
- planning outgoing calls
- closing a call
Techniques to deal with difficult customers situations
- dealing with rude/ condescending customers situations
- dealing with angry customers situations
- dealing with the long-winded customers situations
Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.Who Should Attend
Customer Service, administrative professionals and support staff who have to communicate with customers over the phoneTestimonials
"This programme is very useful in my job scope."
- Ms Phut Yin Sum, Administrative Officer, Kim Seng Heng Engineering Construction (Pte) Ltd
"The trainer is very cheerful and motivating. She shares her experiences to enhance the course."
- Mr Harpit Singh SO Piara Singh, Training Executive, Starhub Limited
"I have learnt the telephone etiquette to handle difficult callers. This course will improve my customer service level and enhance company image."
- Ms Wong Sim Yun, Personal Assistant, HSL Constructor Pte Ltd
Objectives
-understand the elements of greetings
-enhance your abilities to listen and ask questions effectively
-manage your voice and using the right service language
-plan outgoing calls and be able to engage the other party promptly and professionally
-apply telephone tips and techniques to handle difficult customer according to different situation