Professional Telephone Skills Course

The telephone is considered as the most convenient and quickest instrument to establish contact with their clients by the majority of companies in Singapore. In fact, call centers are the leading operational departments of many organizations. So, it is fundamental that employees assigned to take or make phone calls from clients should possess superior telephone etiquette. These employees must display good communication skills, willingness, courtesy and the ability to efficiently assist clients.

This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls professionally.  This will ensure that the positive image of your organization is reinforced and strengthened with every conversation.

In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of customers, making it a critical customer 'touch point'.

Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.

This Professional Telephone Skills Training Program aims at helping employees create a lasting impression in their customers' minds - one that shows the Singaporean organization reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.

Learning Outcomes:

After completing this course, participants will have learned how to:

• Learn how to provide effective client service over the phone
• Project a professional image over the phone
• Master a professional, effective & reassuring telephone voice
• Gain client's trust using proven communication techniques
• Learn to question effectively over the phone
• Master proven techniques to manage irate customers professionally
• Learn tips for handling a busy reception
• Phrase more effectively for positive and clearer communication
• Establish the right words for unambiguous, positive & productive communication

Details:

• Time: 9:00 AM - 4:30 PM
• Phone: 3158 3955
• Small classes, average 5 people, max 16
• Certificate of Completion (always available in the App)
• Comprehensive courseware as books (& available in the App)