EON Consulting & Training Pte Ltd
Telephone Etiquette & Techniques on Handling Difficult Callers
Course Level
Early CareerCourse Duration
1 DayIndustries
Customer Service / ReceptionistsFunding
Union Training Assistance ProgrammeCourse Introduction
“You never get a second chance to make a great first impression.” You are the first person that your clients meet and you have an important role to play at work. It is important to always welcome your clients with a smile and a pleasant voice.
After the workshop, you will be able to:
Deal with different challenges at the reception counter
Be more professional on the phone with external and internal clients
Deal with different challenges of telephone communication
Learn different communication styles
Build up a good foundation in telephone etiquette
Build good rapport and relationships with your clients
Who is this Course for?
Receptionists and Customer Service Support Staff
Course Outline
1. Importance of professional telephone etiquette
– Understand the importance of professional telephone etiquette at workplace
– G.A.O
2. Building the foundation
– “Back to the basics” (voice, tone, posture, etc)
– Challenge of telephone communication
3. Building good relationships over the phone
– “R&R”: build rapport and relationship with your clients
– The “Do’s” and “Don’ts” of telephone etiquette
– 3″Vs”: Visual, Vocal, Verbal
– Different communication styles
4. Dealing with challenges
– “Customers are always right!” – What are they looking for?
– Attend to unhappy clients and complains
– Empathy is the key
5. Getting ready
– “All ready for the day!”
– Our workplace
Pricing
Pricing Details A *Fee SG Citizen Aged 21-39 or SG PR aged 21 & above.
$390 exclu GST
$35.10 GST
$425.10 inclu GST
Pricing Details B *Fee SG Citizen aged 40 & above.
$390 exclu GST
$35.10 GST
$425.10 inclu GST
