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Event Listings
Introduction 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. Objectives At the end of the course, participants will be able to: say how callers measure their service and what it takes for them to do their job professionally demonstrate the 2Vs to project a professional image of themselves and enhance caller's confidence in them say the four phases in a telephone call apply the techniques to handle different difficult caller situations demonstrate proper telephone etiquettes to enhance the image of themselves and that of the organisation Outline Customer Service Basics - Service as defined by customers - Understand what it takes to do your job professionally You As The Communicator - How to create a positive physiology - How to manage your voice - Use professional service language - Use of questions - types of questions - Use of empathic listening - levels of listening The Structure of a Telephone Call - The 4 phases of a telephone call - Telephone skills assessment Develop Telephone Etiquette to Project a Professional Image - Annoncing yourself - Put customer on hold - Making an outgoing call - Terminating a call - Role Play Techniques in Handling Different Difficult Situations - The approach to dealing with angry/irate callers - Methods to handle caller's questions - 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 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. For Whom Those who have to handle customers over the phone regularly. Workshop Schedule and Fee Course Date 3 Feb 2012 Time 9am to 5pm Venue Stamford Road, near Dhoby Ghaut MRT Early Bird Closing 13/1/2012 Fee Per Participant S$267.50 (Early Bird) S$310.30 (Normal) S$235.40 (Member) Fee is inclusive of 7% GST, training materials and tea breaks. Trainer Ms Chua Bee Choo Participants' Comments "The concepts taught were very helpful, at least now I know how to handle difficult customers." - Ms Phyllis Ong, Receptionist, Esprit Retail Pte Ltd "I have learnt to be more professional and have gained a positive mindset." - Ms Siti Marizam Bte Ahmad, Senior Customer Service Executive, ABR Holding Limited "The trainer is fun, lively, enthusiastic and practical." - Ms Norpipah Bte Ibrahim, Corporate Support Officer, Nanyang Polytechnic Participants will receive a Certificate of Attendance upon course completion.
Registration Website: http://www.eontraining.com.sg Submitted by Effctive Outsource Networks, Effective Outsource Networks on Friday, 3 February 2012 at 9:00 AM Category: Business |
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