Telephone
Service Skills
Max. 25 per class
1 Module
2 days
The following program can be customised based on your needs.
> About The Program
It is common for businesses to have many inbound and outbound phone calls within a day. For some, the telephone might be the only point of contact with customers. As such, employees should practise proper telephone etiquette. This includes answering calls quickly, giving prompt answers to customer enquiries and speaking politely.
Telephone etiquette is a basic element of customer service. It denotes the level of respect and care of a company towards its customer base. Learning and mastering good telephone service skills goes a long way in enhancing customer experience and naturally, customer and revenue retention.
> Learning Objectives
Participants will learn how to be patient, courteous and helpful to every customer. The knowledge and strategies in this program will help enhance participants’ communication skills over the phone.
> Topics Covered
The Importance of Listening
What's Your Listening Style?
Empathising with Customers
Dealing with Difficult Customers
Open & Close-Ended Questions
Conveying Helpfulness & Professionalism
Overcoming Language Barriers
Providing a Warm & Sincere Service
Keeping Your Cool
Leaving & Taking Messages
What to Do When You Can't Answer a Query
Not Sure Where to Start?
Use our DECISION TREE to find out exactly what’s best for yourself or organisation. Alternatively, you may opt to talk to our consultants for a personalised program.