Telephone Skills Training

SEMINAR TITLE: Telephone Skills Training
DATE: February 7, 2012
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.

Business Seminars for 2012 by BusinessCoach, Inc

LIST OF SEMINARS

Human Resource Management and Training
Performance Management System - May 5, 2012 (Php 3,000)
Competitive Selling Techniques - January 9, 2012 (Php 3,000)
Basic Leadership Training - January 16, 2012 (Php 3,000)
Personality Development - January 27, 2012 (Php 3,000)
Time Management - February 11, 2012 (Php 3,000)
Customer Service Training - January 13, 2012 (Php 3,000)
Human Resource Management Training - January 25, 2012 (Php 3,000)
Business Etiquette Training – November 17, 2011 (Php 3,000)
Basic Supervisory Skills Training - January 21, 2012 (Php 3,000)
How to Implement 5S in the Workplace - January 23, 2012 (Php 3,000)
Telephone Skills Training – February 7, 2012 (Php 3,000)
Training the Trainers – January 30, 2012 (Php 3,000)
How to Compute Salaries, Wages and Benefits - January 28, 2012 (Php 3,000)
Labor Laws for Entrepreneurs and Managers - January 14, 2012 (Php 3,000)
Records and Filing Management - January 31, 2012 (Php 3,000)
Effective Business Writing - January 11, 2012 (Php 3,000)
Competency-Based Salary Structure Design - January 27, 2012 (Php 3,000)
Competency-Based Development of HR Policies and Procedures - February 2, 2012 (Php 3,000)
Project Management Fundamentals - January 16, 2012 (Php 3,000)
Training Needs Analysis - February 9, 2012 (Php 3,000)
How to Make a Newsletter - January 19, 2012 (Php 3,000)
Training Evaluation: Measuring the Impact of Training - March 10, 2012 (Php 3,000)
Effective Employee Discipline - March 3, 2012 (Php 3,000)
Advanced Supervisory Skills Training - March 31, 2012 (Php 3,000)
 
Logistics
Purchasing Management - January 6, 2012 (Php 3,000)
Effective Warehouse and Inventory Management - January 13, 2012 (Php 3,000)
Supply Chain Management - January 19-20, 2012 (Php 6,000)
Production and Operations Management Fundamentals - January 11, 2012 (Php 3,000)

Business Process
How to Import: Procedures and Documentation - January 11-12, 2012 (Php 6,000)
Internet Marketing Seminar - January 9, 2012 (Php 3,000)
Bookkeeping and Basic Accounting for Non-Accountants - January 24-25, 2012 (Php 6,000)
Current Good Manufacturing Practices (cGMP) - January 27, 2012 (Php 3,000)
Food Safety (Basic Training on HACCP) - February 24, 2012 (Php 3,000)
Business Taxation - January 17-18, 2012 (Php 6,000)
Effective Collection Management and Strategies - January 10, 2012 (Php 3,000)
Franchising a Business - November 23, 2011 (Php 3,000)
How to Export Products - January 25, 2012 (Php 3,000)
Contract Administration for Infrastructure Projects - January 30, 2012 (Php 3,000)
Construction Claims Management - January 31, 2012 (Php 3,000)
Internal Control and Auditing - January 20, 2012 (Php 3,000)

Arts and Crafts
How to Make Elegant Beaded Jewelry - January 16, 2012 (Php 3,000)
Gift Wrapping, Gift Basket and Ribbon Making - February 13, 2012 (Php 3,000)
Bookbinding Techniques and Procedures - December 13, 2011 (Php 3,000)
Photography Workshop - February 1, 2012 (Php 3,000)

Events and Party Needs Business
How to Start a Balloon and Party Needs Business - January 17, 2012 (Php 3,000)
Wedding and Debut Planning and Coordination - January 18, 2012 (Php 3,000)
Events Management Training - February 1, 2012 (Php 3,000)

Food Business
Starting a Meat Shop Business - February 3, 2012 (Php 3,000)
Starting a Catering Business - February 4, 2012 (Php 3,000)
Starting a Food cart Business - December 7, 2011 (Php 3,000)
Starting a Pizza Restaurant Business - December 14, 2011 (Php 3,000)
Starting a Quick Service Restaurant - December 21, 2011 (Php 3,000)
How to be a Canteen Concessionaire - January 28, 2012 (Php 3,000)
How to Plan and Operate a Restaurant - January 21, 2012 (Php 3,000)
Starting a Coffee Shop Business with Barista training - January 18, 2012 (Php 3,000)

Health and Wellness
Starting a Drugstore Business - January 26, 2012 (Php 3,000)
Starting a Spa Business - December 15, 2011 (Php 3,000)

Money Business
How to Invest in the Stock Market - January 19, 2012 (Php 3,000)
Starting a Money Changer, Pawnshop and Remittance Center- January 20-21, 2012 (Php 6,000)
Starting a Money Changer Business - January 20, 2012 (Php 3,000)
How to Start a Micro-Lending Business - January 24, 2012 (Php 3,000)
How to Start a Pawnshop Business - January 21, 2012 (Php 6,000)

Real Estate Business
How to Buy and Sell Real Estate Properties - January 10, 2012 (Php 3,000)
Real Estate Marketing Seminar - January 26, 2012 (Php 3,000)
Building and Property Management - January 28, 2012 (Php 3,000)
Starting a Property Rental Business - January 17, 2012 (Php 3,000)
Real Estate Property Appraisal - February 23, 2012 (Php 3,000)

Others
How to Start and Operate a Printing Press - January 10, 2012 (Php 3,000)
How to Start and Manage a Manpower Agency - February 4, 2012 (Php 3,000)
Starting an Internet Cafe Business - December 7, 2011 (Php 3,000)
Starting a Janitorial Services Business - January 14, 2012 (Php 3,000)
Starting a Travel and Tour Business - January 14, 2012 (Php 3,000)
How to Start and Operate a Laundry Business - February 3, 20112 (Php 3,000)
Starting a School and Office Supplies Store - January 13 , 2012 (Php 3,000)
Starting a Preschool or Day Care Center - January 26, 2012 (Php 3,000)
Starting a Petshop Business - January 23, 2012 (Php 3,000)
Starting a Silk Screen Printing Business - January 9, 2012 (Php 3,000)
Starting a Corporate Giveaways and Souvenir Items Business - January 30, 2012 (Php 3,000)
Starting a Water Refilling Station Business - January 5, 2011 (Php 3,000)

Call 727-5628/727-8860/496-6949 or email businesscoachphil@gmail.com for more details. Visit our website at www.businesscoachphil.com.