Service Excellent

PROGRAMME OBJECTIVES

The Professional Telephone Skills workshop is specially designed and customized to enable participants to

• Efficiently obtain information, deliver messages and gain commitment to further organisational objectives in a professional manner.
• Learn what the telephone should not be used.
• Employ the best way to manage difficult position encountered over the phone.
• Handle enquiries efficiently to the satisfaction of both internal and external customers..

PROGRAMME OUTLINES & HIGHLIGHTS

Part I: The Importance of Telephone Skills

• Understanding the needs of a caller
• The important roles of the receiver

Part II: 4 Effective Telephone Skills

• Greet with a positive attitude
• Listening & Clarify
• Discuss the possible actions required
• Confirm the arrangement

Part III: Common Telephone Etiquettes

• Answering calls professionally
• Dos and Donts

Part IV: Handling difficult calls

• Different types of difficult calls
• Ways to handle them