Training Overview

We need to create the right impressions and sustain them. Understand and apply telephone etiquette to enhance the image of yourself and your organization. Appreciate the importance of effective call handling when servicing internal and external customers.

Training Outline

Part 1: Modes of Communication
- Understanding the six touch points of communication
- Appreciating the different drivers of customer satisfaction and dissatisfaction when it comes to servicing customers over the telephone vs. face-to-face

Part 2: Telephone Etiquette
- Guidelines on professional use of the telephone to cover answering, greeting, putting on hold/transferring, leaving a voicemail, etc

Part 3: Being Effective on the Phone
- Practicing voice techniques to develop an effective ‘phone voice’
- Using effective phrases for various situations
- Applying successful questioning and listening techniques
- Role-playing

Part 4: Handling Challenging Calls
- Applying specific techniques for speaking to difficult people through role-playing and reviewing useful phrases

Client Testimonials

- “The different approaches on how to persuade different types of people over the phone”
- “Knowing the different phrases to handle different customers over the telephone”
- “To handle difficult respondents and persuade respondents to fill up survey questionnaires, over the telephone”
- “Role plays, help sheet, trainer helping to look into our collaterals to tie in with persuasion skills over the phone”
- “The role plays. Immediate feedback from the trainer after each role play on what was done well and what could be done better was very useful"
Testimonials from Training on Telephone Persuasion Skills for CPF, what the participants found useful
- “The trainer did her best to accommodate everyone's interest. The trainer was an excellent communication who made the course interesting despite the diverse backgrounds of all the participants.”
- “The trainer was effective in communicating ideas & concepts.”
- “The trainer is friendly and easy to interact with.”
- “Role play on effectiveness.”
- “The correct timing to make calls. The way to handle / settle angry callers.”
- “Ineffective phone language.”
Testimonials from Workshop on Telephone Skills, what the participants liked