Telephone Etiquette and Techniques

Course Overview

This course focuses on helping working professionals with the essential skills in handling telephone calls professionally, confidently and effectively. It also provides you with the techniques on dealing with the common types of difficult customer situations that you come across in your daily encounters with them.


Training Type

Full Time


Who Should Attend
  • Customer service staff

Course Duration

1 Day


Total Training Duration (Hour)

8


Course Outline
Learning Unit 1: Customer Service Basics
  • Understand what it takes to do your job professionally
  • Service as defined by customers


Learning Unit 2: You As The Communicator
  • Managing your voice
  • Use professional service language
  • Use of questions
  • Use of empathic listening – levels of listening


Learning Unit 3: The Structure Of A Telephone Call
  • The phases of a telephone call


Learning Unit 4: Develop Telephone Etiquette To Project A Professional Image
  • Projecting yourself
  • Put customer on hold
  • Making an outgoing call
  • Terminating a call


Learning Unit 5: Techniques In Handling Different Difficult Situations
  • The approach to dealing with angry callers
  • Ways to interrupt a talkative caller to refocus him/her on 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

Course Learning Outcome
  • Determine how callers measure your service and what it takes for you to do your job professionally
  • Demonstrate the 2Vs to project a professional image of yourself and enhance the caller’s confidence in you
  • Use the appropriate phrases in a telephone call
  • Apply the techniques to handle various difficult caller situations
  • Demonstrate proper telephone etiquettes to enhance your image and that of your organisations.

Price
Course Fee Payable
Original Fee Before GST With GST (9%)
Course Fee $300.00 $327.00

Please note that prices are subjected to change.
Back to Catalogue →
Next Available Schedules
Available Seats:
Course Name:
Category:
Delivered By:
Trainer:
Venue:
Language:
Session Dates:
Registration Date:
From To
Keyword Tags
Softskills Workplace Communications