Customer-Focused Telephone Tactics & Etiquette Bukit Merah, Central

Course details

The participants of this workshop will develop the necessary knowledge and skills to work in a customer focused sales environment. Additionally, it provides the participants with a comprehensive understanding of the techniques and skills required for effective selling to customers, anyone who has difficulties expressing themselves and dealing with the customers over the phone.

PROGRAMME OBJECTIVES

By the end of this workshop, participants would be able to:

1. Deliver Great Customer Service to Customers
2. Understand & Improve Telephone Etiquette & Manners
3. Handle Stressful & Difficult Situations over the Telephone

PROGRAMME OUTLINE

Great Customer Service Delivery (Face-to-Face / Telephone

• Be a Customer Service Super Star – Role Modeling the Best
• Moments of Truths – Interactions with Customer
• Customer-focused Communication & Listening Skills
• Service with your Heart – Being Passionate about Service

Telephone Etiquette & Manners

• Secrets to be the Best Call Professional
• Developing a Positive & Professional Image over the Phone
• Essential Telephone Etiquette & Manners
• Overcoming the Common Mistakes in handling Phone Calls

Handling Stressful & Difficult Service Situations

• EQ and Customer Service
• Managing Increasing Work Volume & Peak Hours
• Scenario Planning for Difficult Service Situations
• Role Plays on Managing Difficult Customers over the Phone