|
1-Day Course Professional Telephone Courtesy & Customer Service Awareness ~ "How To Win & Keep Customers" 27 May 09 9.00 am ~ 5.00pm Hotel Singgahsana Petaling Jaya Overview: When a customer needs help, they pick up the telephone: and thereafter the efficiency of the organisation is judged by the effectiveness, efficiency, courtesy and responsiveness shown in handling that single call. Badly handled, that could be the last call the customer ever makes to you. Properly handled, the call could consolidate and strengthen the customer relationship, lead to enhanced customer satisfaction - and further business. This workshop will teach them the fundamental telephone etiquette techniques and how to effectively apply these skills while juggling the demands of a busy office environment. It shows how to avoid the pitfalls, improve customer satisfaction and create a service-oriented telephone service. Course Outline : Image & Presentation Understand the benefits of asking questions in providing customer service Maintaining a professional image for the reception area Communication Skills Understand the benefits of asking questions in providing customer service Pronunciation (Mispronunciation is the biggest problem) Mastering Voice Inflection and Tone Importance of Feedback Develop listening skills and look into what creates barriers to Effective Listening Asking Relevant Questions Exercises
Telephone Etiquette and Courtesy Rule Number One: “Do NOT interrupt !” Is “Can I put you to . . .?” grammatically correct? Is “Do you want to speak to . . .?” polite? Words/expressions to show Politeness and Respect Tone of Voice: How to sound pleasant even when you’re in a foul mood!
Handling Inbound Calls Addressing the Caller Four ways of using Answer phones to your advantage Putting the Caller on “Hold” Transferring Calls Use soothing Music. Advertising (your products) makes the caller MAD! Handling Irate and Difficult Customers Managing Customer Objections Five Keys to Effective Message-Taking Managing the Customer Callback
Handling Outbound Calls How to Begin - Three Crucial Steps Making Outbound Service and Telemarketing Calls Seven Guidelines during the Main Conversation Avoiding Statements that give the Wrong Impression How to Close - Two Crucial Steps
Other Critical Customer Service Skills Handling Irate/Difficult Customers Managing Customer Objections Handling Customer Complaints Managing Customer’s Perception and Company’s Image Evaluating your Customer Service Skills (A Questionnaire)
COURSE LEADER ~ MS. BEBE CHOOI Ms. Bebe Chooi a top-end trainer with a wide variety of management skills. Ms. Chooi has a Trainer's Certificate for the Executive Development Programme (EDP), given by the Pusat Sumber Manusia Berhad (PSMB), under the Ministry of Human Resources. She has taught the management and communication modules under the EDP in the last round for unemployed graduates, some of whom were pursuing MBA degrees, but were technically "unemployed". She has been selected by a private college, and approved by the Ministry, as a Trainer in the upcoming round. Ms Chooi has a Master of Science degree in communication and research methodology from Ohio University, USA, fully obtained on campus. She has a whole gamut of communication skills, both written and oral. She spent some sixteen years in managerial positions in PETRONAS, Malaysia's multinational corporation that has regularly been listed in the Fortune business magazine. For three of those years, she was concurrently Senior Training Specialist in PETRONAS's Management Training Institute. During almost all the sixteen years, she was asked to present papers, to sit on expert panels, and to chair technical sessions at international conferences.Ms. Bebe Chooi's honorary positions included: Vice-President, Energy Commission, International Chamber of Commerce (ICC), Paris. Vice-Chairman, Malaysian National Committee, World Energy Council (WEC), London. Member, Governing Council, Institute of Public Relations Malaysia (IPRM).
After PETRONAS, she spent several years as a corporate trainer and lecturer. She was also Head of the School of Communication, and Academic Head of RMIT Business Degree Programmes, in two premier private colleges.
Course Fee:(CLAIMABLE UNDER HRDF / SBL SCHEME)
|
Professional Telephone Courtesy & Customer Service Awareness
