One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a giant difference to your customers and your profits. Telephone etiquettes and techniques would provide you with tools and techniques to communicate confidently and professionally over the phone. This will further help your employees to develop and master the techniques that will enhance your company’s image. This training includes dynamic trainee/trainer interactions and discussions, written and oral exercises, visual aids, and a proprietary workbook for each participant to take back to the workplace..

Date: - T.B.A. - Location: Armada Hotel, Petaling Jaya, Selangor Time: 9.00 am - 5.00 pm

Learning Outcomes

Participants will leave the workshop:

• Understanding that superior telephone etiquette is critical to the success of the organization.
• Recognizing the value of their contribution to their organization’s image.
• Understanding that effective verbal communication skills facilitate customer service.
• Having enhanced their ability to communicate more effectively on the telephone.
• With knowledge and skills to help them manage challenging calls with professionalism and confidence, using proven techniques that will decrease potential stress, improve quality, and increase productivity.
• Understanding how cell phone, voice mail, and e-mail etiquette combine to create a unique customer service experience that can reflect positively on the company.
• With a resource (the workshop manual) they can use to review the skills learned.

COURSE OUTLINE

• Introduction and importance of telephone etiquette.
• P.I.C.T.U.R.E. Model.
• Enhancing telephone impressions.
• Improving your listening skills.
• Tips to close sales via telephone.
• Dealing with difficult customers.
• Cell phone and voice mail etiquettes.
• Taking accurate messages.
• Handling rejections.
• Personal Qualities for Phone Work.

METHODOLOGY

• Interactive group activities that involve "on the spot" correction with group activities.
• Model study used to "show" common mistakes by telephone users.
• Understand the importance of taking ownership of their immediate environment.
• Interactive participations on the theory being thought.
• Scenario studies on how to handle a talkative / angry and demanding person.
• Live activities of the participants’ current phone skills and how to improve them tremendously through analysis.

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