Telephone Techniques That Win Customers

Date : 17/02/2020 - 18/02/2020
Time : 9:00 am - 5:00 pm
Location : The HUB @ Jaya One, PJ-old

Contact Person : Esther Yong
Email : inquiry@knowledgehub-asia.com
Mobile : +012-2662728
Office Tel : +603-7622 0578
Normal Rate : MYR 1,800.00
Promotion Rate : Contact us for discounted rate.

Introduction

To be an effective telemarketers, a call center agent, a receptionist or an office administrator your voice is the most important factor to determine your success of your exchange. Therefore it is utmost important that you use the right tone, vocabulary and language when you are on the phone.

Talking on the phone is more challenging than having a conversation face-to-face. When you are talking on the phone you are unable to see the person expression or reaction they have in you.

As you are the first person in contract with the customer it is therefore important for you to have the proper skill on how to communicate effectively on the telephone.

Course Objectives

By the end of this program, participants should be able to:

Develop passion in creating a positive impression on the telephone
Acquire the telephone skills in winning callers’ confidence and trust
Project a positive and professional image through the telephone
Take message accurately
Connect with both internal and external customers effectively through the telephone

Course Outline

DAY 1

1. KNOWING THE NEED TO CREATE THAT POSITIVE IMPRESSION ON THE TELEPHONE

Knowing the Importance of Your Role
The Impact Of Client’s Expectation
Telephone Skills As Important Customer Service Performance

2. AVOIDING THE DANGER OF TRIGGERING NEGATIVE EXPERIENCE ON THE TELEPHONE

No One At Home Image
Computer Voice Mail
Singing Secretary
Busy Executive

3. ATTITUDE IS EVERYTHING : X-FACTOR TO BUSINESS SUCCESS

Service Oriented
Empathy
Listening

4. ESSENTIAL TELEPHONE ETIQUETTE

The Magic Of Smile On The Phone
Power of Warm & Positive Greetings
Winning and Positive Words
Positive Verbal Nods
Showing Appreciation

DAY 2

5. 10 TELEPHONE BASICS – A MUST HAVE ABILITY

6. BUILDING TRUST THROUGH GOOD TELEPHONE TECHNIQUES

Incoming Calls
Answering techniques
Taking messages
Transferring calls
Putting calls on hold
Outgoing Calls
Projecting A Professional Image
Handling Difficult Callers
(Telephone Scripts of I & II will be provided in training)

7. USING VOICE INFLECTION : CONTROLLING YOUR CALL

Energy & Stamina
Rate of Speech
Pitch
Volume
Clarity
Tonality

8. LIP SERVICE: 1ST CLASS CUSTOMER SERVICE

Treating that call a “performance”
Reinforcing 1st impression
Making that statement “How may I help you?” an offer to serve

9. DISCUSSION

Methodology

Full participation is compulsory in this energized and fun filled training. Individual, team activities and role plays are included.

For registration please Contact :

Email : inquiry@knowledgehub-asia.com
Contact Person : Esther Yong
Mobile : +012-2662728
Office Tel : +603-7622 0578