Upgrading and Enhancing Your Telephone Communication Skills

21 Sep, 2018, Kuala Lumpur

FOCUSING ON
  • Developing The Telephone Service-Oriented Attitude
  • Essential Telephone Skills And Etiquette
  • Using Positive And Productive Language
  • Dealing With Angry And Complaining Customers
WHO SHOULD ATTEND?
  • Receptionists
  • Front-liners
  • Customer Service Personnel
  • Clerks
  • Secretaries, Personal Assistants
METHODOLOGY
  • Practical applications
  • Workshop sessions
  • Individual and Group Exercises
  • Role Play
  • Presentation
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.
DAY 1
9:00 DEVELOPING THE TELEPHONE SERVICE- ORIENTED ATTITUDE
  • Benefits of a true service spirit
  • 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.
10:45 ESSENTIAL TELEPHONE SKILLS AND ETIQUETTE
  • Making a positive impression -putting a smile in your voice
  • Using your best voice through energy, rate of speech, pitch and intonation
  • Using the four answering courtesies
  • Leaving and taking messages accurately
  • Closing the conversation in a positive manner
  • Enhancing your listening skills – paraphrasing technique
1:00 Lunch

2:00

USING POSITIVE 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
  • Using the appropriate positive statements for various situations
3:45 DEALING WITH ANGRY AND COMPLAINING CUSTOMERS
  • Understanding your communication style
  • Familiarizing with various caller communication styles
  • Handling objections and the angry customer
  • Expressing empathy to calm an angry caller
  • Clarifying customer expectations to solve problems
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

Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh
50400 Kuala Lumpur

Phone :03 4042 8000

 

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