Introduction
Whenever an employee answer or make a call, they represent the organisation they work with. Therefore, how employees handle themselves over the telephone says a lot about the company.
In fact, every phone call is not only an opportunity to communicate organisation’s values and professionalism; but also an opportunity to create and build customer loyalty. Since the impact of the messages over the telephone is interpreted based on,
75% - Intonation
25% - Words used
the right knowledge, skills as well as attitude is needed by every personnel to be able to convey the right message to the customers.
This programme aims at providing the participants with the right attitude, knowledge and skills on how to handle telephone communication in a professional way.
Who Should Attend
All staff who have to communicate through the telephone
Participants will
- Identify their roles and responsibilities as front liners and how it affects the organisation’s image.
- How to use positive service language in their customer interaction that will foster mutual respect and understanding with customers.
- Learn how to create instant “partnership” and project professionalism with the customers they are serving.
- Learn how to listen effectively and empathetically to gain complete and accurate picture of customer’s needs and situations.
- Learn how to handle challenging customers.
- Learn how to add value and create lasting impressions in closing customer encounters over the telephone
Methodology
The programme will be conducted using a combination of lectures, discussion, Case Studies and Role Plays.
Typical duration is 2 Days (9am – 5pm)
