Telephone Techniques

Date/Time Time Event Name Venue
27/07/2020 - 28/07/2020 9:00 am - 5:00 pm Telephone Techniques That Win Customers The HUB @ Jaya One, PJ, Petaling Jaya
17/02/2020 - 18/02/2020 1:00 am - 9:00 am Telephone Techniques That Win Customers The HUB @ Jaya One, PJ, Petaling Jaya
11/11/2019 - 12/11/2019 1:00 am - 9:00 am Telephone Techniques That Win Customers The HUB @ Jaya One, PJ, Petaling Jaya
22/05/2019 - 23/05/2019 1:00 am - 9:00 am Telephone Techniques That Win Customers The HUB @ Jaya One, PJ, Petaling Jaya
14/11/2018 - 15/11/2018 1:00 am - 9:00 am Telephone Techniques That Win Customers The HUB @ Jaya One, PJ, Petaling Jaya
1 2

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.

 

Open chat
Hello