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Event Listings
Introduction 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. This one day course is designed to provide customer service and administrative professionals with essential skills and techniques to excel in the handling of telephone communication with their customers. Objectives At the end of the course, participants will be able to: - understand that attitude drives behaviour and affect the results - practice the framework to manage attitude - demonstrate the abilities to listen and ask questions effectively in a telephone transaction - apply the telephone tips to handle telephones professionally - apply the techniques to handle difficult customer situations more confidently and effectively 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 an 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
Registration Website: http://www.eontraining.com.sg Submitted by Effctive Outsource Networks, Effective Outsource Networks on Wednesday, 20 January 2010 at 9:00 AM Category: Business |
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