UEN No.: 198802365N

Telephone Etiquette and Techniques

COURSE details

Course Duration

8 HRS

Course Reference Number

TGS-2017500137

Funding Validity Period

07 Jun 2020 To
31 Dec 2024

Mode of Training

Classroom

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.

  • 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 organisatio
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

Customer service staff

Course Outline

Download the PDF below for a summary of the course outline.

COURSE FEES


Company Sponsored

Full Fee GST Broad-based Funding
($2 per training hour)
Nett Fee Payable (incl. GST)
$300 $27 $16 $311

Self-Sponsored

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

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8 HRS

Non-Certifiable

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