Telephone Etiquette and Techniques (Synchronous E-Learning) |

Telephone Etiquette and Techniques (Synchronous E-Learning)

COURSE details

Course Duration

8 HRS

Course Reference Number

TGS-2017500137

Funding Validity Period

07 Jun 2020 To

31 Dec 2024

Mode of Training

Synchronous e-Learning

COURSE OVERVIEW

Love the phone or hate it, it is becoming clear that it is the way to do business and it is here to stay. As the telephone is widely used in business, it is important that we excel in areas of telephone communication. Being able to handle telephone calls efficiently and effectively will enhance not only your own image but also the image of your organisation.
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.

Learners will be able to:

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 organisation

Customer Service Basics

Understand what it takes to do your job professionally
Service as defined by customers

You As The Communicator

Managing your voice
Use professional service language
Use of questions
Use of empathic listening – levels of listening

The Structure Of A Telephone Call

The phases of a telephone call

Develop Telephone Etiquette To Project A Professional Image

Projecting yourself
Put customer on hold
Making an outgoing call
Terminating a call

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

Training Delivery And Methodology

Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play and lectures.

Those who have to handle customers over the phone regularly.

DOWNLOAD PDF OUTLINE

COURSE FEES

Company Sponsored / Self Sponsored

Full Fee	GST	Nett Fee Payable (incl. GST)
$300	$27	$327

DATE & REGISTRATION

Select a date below

22 Aug

18 Oct

12 Dec

Course Outline

Looking at in-house training or have an enquiry? Contact us!

Related Courses

Telephone Etiquette

Telephone Etiquette and Techniques

Soft Skills

8 HRS

Non-Certifiable

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