Developing Effective Telephone Skills & Etiquette

30 Oct, 2023, Remote Online Training - Public

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Mr Viknesh Ashley has more than 10 years of experience working in roles related to writing and journalism, including StarProperty.my under Star Media Group Bhd, The Malaysian Reserve and Malay Mail, Malaysian property websites and magazines as well as with local property developers such as Sunway Property Group and SkyWorld Development Group Bhd.
 
Mr Ashley has expertly undertaken corporate training in the areas of interpersonal & business communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Malaysia, Multinail Asia Sdn Bhd, Hong Leong Yamaha Motor Sdn Bhd, Deloitte Malaysia, Astro Malaysia Holdings Bhd. etc. Mr Ashley is PSMB Train the Trainer certified and holds a B.A. (Hons) in Communication & Media Management

Venue Details

Remote Online Training - Public

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@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

FOCUSING ON
  • Module 1: Understanding the Importance of Telephone Skills and
    Etiquette
  • Module 2: Delivering the Telephone Answering Basics
  • Module 3: Communicating Effectively with Your Customers
  • Module 4: Managing Different Caller Behaviours
INTRODUCTION
Effective telephone skills and etiquette is vital to deliver information and handle customers especially in challenging situations. This course focuses on the development of techniques and skills that are necessary for excellent telephone customer service.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Providing courteous and helpful telephone service to your customers.
  2. Projecting an impressive telephone image for enhanced effectiveness.
  3. Using listening, questioning and feedback skills for better telephone communication.
  4. Dealing confidently with telephone complaints and negotiating win-win solutions.
  5. Handling challenging telephone calls and situations with tact and skill.
WHO SHOULD ATTEND
  • Executives
  • Personal Assistants
  • Secretaries
  • Admin Staffs
  • Clerical Personnel
METHODOLOGY
This course will utilize a combination of lectures, discussions, practice sessions and group discussions
COURSE CONTENT
9:00

Module 1: Understanding the Importance of Telephone Skills and Etiquette

  • Acknowledging the role of the telephone in the organization
  • Highlighting the importance of telephone etiquette
  • Enhancing awareness of your telephone voice
  • Using your best voice through energy, rate of speech, pitch and intonation
  • Understanding the crucial role of tone and articulation
10.45

Module 2: Delivering the Telephone Answering Basics

  • Using the four answering courtesies
  • Addressing the caller appropriately
  • Assisting the caller party to feel welcome
  • Closing the conversation politely
  • Developing effective listening skills
  • Leaving and taking effective telephone messages
1:00 Lunch
2:00

Module 3 – Communicating Effectively with Your Customers

  • Introducing yourself confidently to gain trust
  • Using positive and persuasive language to convince your customers
  • Incorporating specific words and phrases of courtesy to manage customers
  • Applying the paraphrasing technique to ensure accuracy of information
  • Assisting your customers to share information with ease
  • Asking questions and giving feedback with tact and skill
3:45

Module 4 – Managing Different Caller Behaviours

  • Familiarizing with various caller communication styles
  • Managing the assertive/demanding customer
  • Handling objections and the angry customer
  • Negotiating win-win solutions to ensure customer satisfaction
5:00 End of Course