Telephone Skills Training

SEMINAR TITLE: Telephone Skills Training
DATE: October 17, 2011
TIME: 9:00 am - 4:00 pm
VENUE: Unit 201 Richbelt Tower, 17 Annapolis St., Greenhills, San Juan City, Metro Manila
ORGANIZER: BusinessCoach Inc.

TARGET PARTICIPANTS: Those who receive or make customer calls and those in charge of training them.

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 calls?
• 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

SEMINAR FEE: Php 3,000.00 per person (inclusive of snacks, lunch, drinks, seminar kit, handouts, certificate of attendance)
DISCOUNT: 10 percent Discount if FULL AMOUNT is paid at least five (5) days before the event.
RESERVATION: Phone reservation is required. Please call telephone 727-5628, 727-8860, or 496-6949.
SCHEDULE CONFIRMATION: Schedule may change without prior notice. Please call to confirm seminar schedule.