Telephone Skills Training (Webinar)

Telephone Skills Training

About the Webinar

Overview

Telephone skills are very critical to a company’s customer relationship. The customer’s first impression of a company is formed mostly by their interaction with the personnel answering the phone. Due to this it is important for all staff who will entertain customer phone calls to have the proper training on how to handle the calls.

Objectives

● To know what to say during a customer phone call
● To learn how to make the proper voice expression
● To acquire listening skills to better understand the customer’s needs
● To manage angry customers by finding mutually acceptable solutions

Who Should Participate

● Customer service representatives
● Receptionists
● Any personnel who may accept phone calls from outside the company

Key Topics

I. What is telephone skills and its importance?

II. Understanding the customer’s perception

III. Techniques that create a positive first and lasting impression

IV. Nonverbal communication concerns: attitude, attention, posture, facial expressions

V. Improving your listening skills

VI. Voice quality: Understanding pitch, volume, speed and clarity

VII. A strong start: Selecting cheerful and appropriate greetings

VIII. Positive and effective verbal communication¨

Using positive vocabulary
Words to use and which ones to avoid
Slang and phrases to avoid
Statements to avoid giving the wrong impression

IX. Building rapport: Appropriate and effective ways to build rapport.

X. Placing callers on-hold techniques

XI. Effectively transferring a call

XII. Handling customer complaint call

Take accurate notes
Empathize with angry or distressed customers
Take ownership of the problem and follow through
Rephrase the customer’s statement
Acknowledge the customer’s feelings
State the company’s position
Allow the customer choices
Find mutually acceptable solutions

XIII. Handling multiple calls

XIV. Closing the call techniques for creating strong last impressions

XV. Using voice mail effectively

Schedule: Click to view BusinessCoach Seminar Schedule »

Duration

3 hours (via ZOOM)

Requirements

• Mobile phone, tablet, computer, or laptop
• Download free ZOOM app
• Internet connection
• Good audio connection

Registration Details

Webinar Fee

Php 1,750.00 per participant (inclusive of e-Handouts and e-Certificate) to be paid at least 3 banking days before the event

Reservation

Please call to register, or you may download our registration form. Kindly fill-out and send to us through fax (8727.88.60) or email. You will receive a confirmation within 48 hours.

Mode of Payment

Deposit/Transfer cash payment to Banco de Oro:

• Savings Account Name: BUSINESSCOACH, INC.
• Savings Account Number: 00235-003-71-22

Kindly email deposit slip or screen capture of payment details (indicate name of participant and seminar title) to confirm reservation.

Note

Schedule may change without prior notice. Please call to confirm. BusinessCoach, Inc. is not liable for any expense incurred by seminar registrant resulting from cancellation of any of its events.

Contact Details

Contact Numbers

Please call (632) 8727.88.60, (632) 8727.56.28, (632) 8569.78.84 or (632) 8569.46.90 or call/text mobile numbers 0915.205.0133 / 0908.342.3162 / 0926.622.0768 / 0933.584.7266

Inquiries

For other inquiries, you may also leave a message in our contact form »