Course Information

Date02 Sep 2016, Fri
Time9:00 AM - 5:00 PM
VenueConcorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
FeeS$ 450 (Nett)
S$ 270 (After PIC Grant of 40%)
ContactJaslyn
9767 9686 / 6278 9785
jaslyn@cbsgroup.com.sg
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02
Sep 2016

Telephone Etiquette Mastery

- Effective Telephone Etiquette Skills for Best Customer Satisfaction and Great Result.

INTRODUCTION

Good Phone Etiquette Increases Customer Satisfaction!

Telephone Etiquette is a straightforward and practical approach to telephone etiquette that provides a dramatic increase in the quality and delivery of personal telephone presence and verbal behavior in and out of the workplace.

An effective telephone operator, receptionist, secretary or front-line service provider needs to have the professional qualities that customers like to receive when they contact the organisation or department. As such, service personnel need to understand that you are the very important links between the customers and the organisation. Your role in providing customer care, recognising customer’s needs, meeting and exceeding such needs and expectations is so crucial for your organisation to gain the all important reputation.

Our Solution : Immediate Toolkits to Let you Hit the Ground Running.

You can surely convert most of the challenging moments into opportunity moments, thus boosting customers’ confidence in your service when you have the ability practicing valuable communication & problem solving skills towards difficult situations.

WORKSHOP OBJECTIVES

COURSE OBJECTIVES

You will learn effective ways to:

  • Project a professional telephone image.
  • Avoid common pitfalls in telephone handling.
  • Acquire top-notch techniques for handling incoming calls.
  • Use positive language and avoid emotional trigger words.
  • Practise active listening to determine accurately customers’ needs/expectations.
  • Determine caller needs with effective questioning techniques.
  • End calls and leave a lasting impression.

COURSE OUTLINE

COURSE OUTLINE
  • The significance of Public Image and how it affects your organisation.
  • Who is the customer and why is he/she important to your organisation?
  • Why does the difference lies in YOU – the service provider?
  • The five principles of total customer service.
  • Major weaknesses and attributes of telephone techniques.
  • Proper telephone manners, respect, techniques and courtesy.
  • Cultivating the telephone ear and voice to ensure a good lasting impression.
  • Use positive service language and avoid “killer” phrases.
  • Probing or asking questions appropriately and listening for information effectively.
  • Getting understanding from a complainant.
  • Calling up a prospect or customer with pride.
  • Conveying a disappointing message to a customer.
  • Handling more than one enquiry received at the same time.
  • Managing problematic calls from the irate, insistent, rambling, threatening, comedian and vulgar callers.
  • Role-play and skills practices of real-life situations.
  • Summary and back-to-work application.

TRAINING METHODOLOGY

TRAINING METHODOLOGY

Besides trainer’s input, this is an adult-focused highly interactive programme with plenty of hands-on experiential exchange, group discussion, case studies, role-plays, questions/answers/feedback and back-to-work application.

WHO SHOULD ATTEND THIS WORKSHOP?

WHO SHOULD ATTEND THIS WORKSHOP?

Staff at all levels in the organization that want to improve their telephone etiquette competency so they can get the very best results from their telephone conversations in pursuit best customer satisfaction and the organization’s goals through telephone service excellence.

TESTIMONIALS

TESTIMONIALS

“The Course was very helpful and has given me a better understanding with how to provide service experience over the phone. Also a big thank you to Ms Catherine Syn who was a wonderful trainer!”
– Front Line Service Executives, Swiss Hotel Merchant Court

“Trainer was fantastic and engaged with everyone in the room. Would recommend this training to others.”
– Service Executive, Schenker

“Catherine was great! Delivered exactly what we wanted! I am very happy with the result.”
– Service Engineer, ABB Industry

“We attended the training session & came back enthusiastic about the workshop. We took notes & brought back some great effective skills to handle customer complaint calls. Thank you!”
– IT Cust Service Manager, Orange Business

ABOUT THE TRAINER

ABOUT THE TRAINER

photo_catherinesyn

Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.

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