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Telephone Etiquettes - Making a Great First Impression with Customers PDF Print E-mail

One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a giant difference to your customers and your profits. Telephone etiquettes and techniques would provide you with tools and techniques to communicate confidently and professionally over the phone. This will further help your employees to develop and master the techniques that will enhance your company’s image. This training includes dynamic trainee/trainer interactions and discussions, written and oral exercises, visual aids, and a proprietary workbook for each participant to take back to the workplace..

Date: - T.B.A. - Location: Armada Hotel, Petaling Jaya, Selangor Time: 9.00 am - 5.00 pm

Learning Outcomes

Participants will leave the workshop:

  • Understanding that superior telephone etiquette is critical to the success of the organization.
  • Recognizing the value of their contribution to their organization’s image.
  • Understanding that effective verbal communication skills facilitate customer service.
  • Having enhanced their ability to communicate more effectively on the telephone.
  • With knowledge and skills to help them manage challenging calls with professionalism and confidence, using proven techniques that will decrease potential stress, improve quality, and increase productivity.
  • Understanding how cell phone, voice mail, and e-mail etiquette combine to create a unique customer service experience that can reflect positively on the company.
  • With a resource (the workshop manual) they can use to review the skills learned.

 

COURSE OUTLINE

  • Introduction and importance of telephone etiquette.
  • P.I.C.T.U.R.E. Model.
  • Enhancing telephone impressions.
  • Improving your listening skills.
  • Tips to close sales via telephone.
  • Dealing with difficult customers.
  • Cell phone and voice mail etiquettes.
  • Taking accurate messages.
  • Handling rejections.
  • Personal Qualities for Phone Work.

 

Who Should Attend
  • Receptionists
  • Telephone Operators
  • Secretaries
  • Personal Assistants
  • Administrators
  • Customer Service Support Staff
  • Sales staff

 

METHODOLOGY

  • Interactive group activities that involve "on the spot" correction with group activities.
  • Model study used to "show" common mistakes by telephone users.
  • Understand the importance of taking ownership of their immediate environment.
  • Interactive participations on the theory being thought.
  • Scenario studies on how to handle a talkative / angry and demanding person.
  • Live activities of the participants’ current phone skills and how to improve them tremendously through analysis.

 

Trainer's Profile
Ms. Kalanithi Muthu specialise in Sales & Marketing specifically in Customer Relationship Management, Selling Skills & Communications. She attained her honours degree in Business Administration from University Tenaga Nasional, Malaysia and completed her Masters degree in Multimedia Marketing from Multimedia University, Malaysia.

Currently she is attached as lecturer in a reputable local college. Prior to this she has been serving in Marketing Department in multinational and international companies. Her early experiences in management, counselling and sales and marketing provide her the credibility and unique advantage to bring out the best in participants.

Her experiences include planning; propose marketing solutions to the management to seek for their support and subsequently organizing many of the marketing & promotional activities. She has successfully conducted comprehensive market research, led marketing campaigns, led sales team, developed & implemented new marketing strategies and compute figures & costing for the annual budgeting plan as well as coaching management teams.

As a trainer, she is credible and passionate about sharing with you how you can build more confidence, improve your speaking competency and be really flexible and good on dealing with customers, handling management problems and creating excellent communications. Participants see her training as captivating, dynamic and inspiring.

 

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