TELEPHONE SKILLS THAT DELIVER RESULTS ( 1 DAY)
By Ms. Carol Chiam - 29 June 2018, 9:00 am to 5:00 pm,
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
OVERVIEW

Telephone Skills are vital for every business organisation.

Customers and staff are more engaged with good telephone manners .

Professionalism is what all customers look for. Poor telephone manners will drive customers away. Staff , too will feel less respected with lousy telephone matters.

All telephonists and sales staff should equip themselves with telephone etiquette so that customers feel comfortable talking to them and keep coming back. Internal customers too feel respected when spoken to in a nice and courteous way. Clerks and officers in the office also must learn how to speak professionally with telephone etiquette for more effectiveness.

COURSE OBJECTIVES:
  • To develop telephone skills that deliver results
  • To ensure staff are equipped with excellent telephone etiquette
  • To speak to staff and customers confidently
  • To stay competitive with excellent telephone skills and etiquette
  • To achieve company’s goals
KEY BENEFITS:
  • Able to develop excellent telephone manners
  • Raising ability to communicate with staff and customers professionally
  • Improving performance results with excellent telephone skills and etiquette
FOR WHOM
  • All those who wish to improve on their telephone skills for maximum results
  • A good course for receptionists, telephonists, clerks,executives and salespersons
  • Level of understanding : Intermediate
METHODOLOGY
  • Interactive Lectures With Role Plays, Individual & Team Activities
  • Power point presentation with slides, flip charts and boards.
  • Full Participation is required in this much energised training.
DURATION

7 Hours, 1 Day.

COURSE OUTLINES :-
  1. ESSENCE OF TELEPHONE SKILLS & ETIQUETTE
    • To make customers satisfied and keep coming back
    • Better connection with all levels of staff and customers
    • Upholding company's professional reputation
  2. AVOIDING COMMON MISTAKES
    • Unclear messages
    • Over assumption of customer's needs
    • Not exercising empathy
    • Limited vocabulary leading to inability to explain
    • Poor language causing misunderstanding
    • Not listening
  3. LISTENING POWER
    • Focus on customer's objectives
    • Attentive listening to customer
    • Ask,if not clear
    • Do not assume
    • Do not take things for granted
  4. SPEECH CLARITY WHEN TALKING ON THE TELEPHONE
    • Clear & concise
    • Give examples if necessary
    • Adjust voice volume when talking to different customers
  5. ANSWERING CALLS INTELLIGENTLY
    • Dos & Don'ts
    • Common telephone phrases and responses
    • Holding on calls
    • Taking & relaying messages
    • Closing well with good impression
  6. ASKING FOR INFORMATION SMARTLY
    • Open and closed questions
    • Asking intelligently
    • Intonation & Word stress
  7. CONNECTING WITH CUSTOMERS CONFIDENTLY
    • Giving information
    • Giving reasons
    • Apologising
    • Invitations
    • Giving suggestions
    • Replying to complaints
Your Trainer

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance and 6% GST)
Early Bird for training in KL : ( Book Before 15 June 2018 )
1 person or more ~ RM 995 / person
Standard
1 person ~ RM 1095 / person
2 persons or more ~ RM 995 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6% GST)
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 7 working days prior to the event else full payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
1. Fax 03-6207 6727
       OR
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
Contact Us:
Scientia Training Sdn. Bhd. (1001247-U)
GST: 001871699968
Tel: 019 327 1111     Fax: 03-6207 6727     
Info    019 335 1111     info@scientia.com.my
Sara    019 335 1111     sara@scientia.com.my
Nonie    019 327 1111     nonie@scientia.com.my
Max    012 375 2003     max@scientia.com.my
For Customised In-House Training:
Ronny     012 223 6666     ronny@scientia.com.my
Office Hour: Monday ~ Friday 9.00 am~6.00 pm
Click here to request for a Brochure
Copyright (c) 2015 by Scientia Training Sdn Bhd