Building Effective Customer Service & Telephone Etiquette

16-17 Nov, 2017, Kuala Lumpur


FOCUSING ON
  • Building Quality Customer Service Techniques
  • Developing Essential Telephone Skills And Etiquette
  • Using Positive And Productive Language
  • Dealing With Complaining Callers And Challenging Situations
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding the basics of good customer service and telephone handling.
  2. Providing courteous and helpful telephone service to your customers and clients.
  3. Projecting a good telephone voice and image.
  4. Using listening, questioning and feedback skills for effective telephone communication.
  5. Dealing effectively with telephone complaints and negotiate win-win solutions.
  6. Handling challenging situations with confidence.
WHO SHOULD ATTEND?
  • Operators
  • Front-liners
  • Customer Service Personnel
  • Secretaries, Personal Assistants
  • Executives
METHODOLOGY
  • Practical applications
  • Workshop sessions
  • Individual and Group Exercises
  • Role Play
  • Presentation
DAY 1
9:00 BUILDING QUALITY CUSTOMER SERVICE TECHNIQUES
  • What is excellent customer service?
  • The role of motivation in providing excellent service
  • Qualities of motivated customer service personnel
  • How emotional intelligence (EI) enhances customer service
10:45 BUILDING QUALITY CUSTOMER SERVICE TECHNIQUES (cont.)
  • Understanding the laws of customer service
  • Managing “moments of truth”
  • Understanding the concept of ‘cycle of service’
  • Developing effective customer service habits
1:00 Lunch

2:00

DEVELOPING ESSENTIAL TELEPHONE SKILLS AND ETIQUETTE

  • The role of attitude in professional telephone etiquette
  • Steps to create a positive, customer friendly attitude
  • The essential attitudes for telephone users – A.S.K.
  • The voice inflection – what your customer perceives
  • Making a positive impression – putting a smile in your voice
  • Using your best voice through energy, rate of speech, pitch and intonation
3:45 DEVELOPING ESSENTIAL TELEPHONE SKILLS AND ETIQUETTE (cont.)
  • Using the four answering courtesies
  • Addressing the caller politely
  • Helping the caller party feel welcome
  • The best way to put a customer on hold
  • Transferring calls effectively and professionally
  • Handling multiple calls
  • Leaving and taking messages accurately
  • Closing the conversation in a positive manner
  • Enhancing your listening skills – critical listening and paraphrasing technique
5:00 End of Day 1
DAY 2
9:00 USING POSTIVE AND PRODUCTIVE LANGUAGE
  • Handling common words and phrases of frustrated customers
  • Using specific words and phrases to calm an upset customer
  • Avoiding responses that annoy customers
10:45 USING POSTIVE AND PRODUCTIVE LANGUAGE (cont.)
  • Using the appropriate positive statements for various situations
  • Understanding your communication style
  • Familiarizing with various caller communication styles
1:00 Lunch

2:00 DEALING WITH COMPLAINING CALLERS AND CHALLENGING SITUATIONS
  • Is the customer always right?
  • Analyzing the reasons for customer complaints
  • Dealing with impatient, rude and abusive customers
  • Handling objecting and cooling down angry customers
3:45 DEALING WITH COMPLAINING CALLERS AND CHALLENGING SITUATIONS (cont.)
  • Defusing the situation and resolving the complain
  • Using the 8-step customer service complaint procedure
  • Turning complaints into opportunities for service improvement
  • Formula for handling conflicts
5:00 End of Course

 

LEARN FROM THE BEST

Ms. K. Yasotha, a corporate trainer for various multinational organizations, has more than 17 years of experience in the training industry and has lectured with various leading Institutes in Malaysia and Singapore. Her participants comprise officers, support staff, secretaries, executives and managers from numerous corporate sectors.

 

As the Customer Relations Manager for an international organization, Yasotha worked closely with all departments to ensure the highest quality of service to customers while
maintaining professional business etiquette and customer service skills which she now imparts to her participants.

 

Having a personal mission to educate and empower individuals with the required knowledge in order to achieve personal and organizational excellence, she is an enthusiastic and dynamic trainer who achieves her mission through lively and challenging interactive sessions.

 

She specializes in business communication, personal development, leadership, customer service, motivation as well as writing skills and has conducted in-house training for Hyatt Regency, Western Digital, Puteri Nursing College, EON Bhd, Sony Video, ACCA, Mayban Assurance, Johor-Tenggara Oil-Palm Estates, Guthrie Oil Palm Estates, Yamaha Music Academy, AE Technology, Bank Pertanian, KLMF, SP Setia Berhad, BDO Binder, GEP Associates, Great Eastern, MCIS, Bax Global, Zaid Ibrahim & Co., Measat Broadcast Network Systems, Kobe Precision Technology, Malaysian National Reinsurance Bhd, BASF Petronas Chemicals, Penang Port Authority, Multimedia University, Soritsu Sdn Bhd, Mattel Sdn Bhd and Telekom Research & Development. Yasotha holds a Masters in Corporate Communication, a B.A. Honours from Universiti Sains Malaysia and is a certified trainer in TESL.

 

VENUE DETAILS

Furama Hotel Kuala Lumpur
136, Jalan Changkat Thambi Dollah
55100 Kuala Lumpur

Phone :03 2788 8888
Fax :03 2788 8889

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my