TELEPHONE ETIQUETTE & EFFECTIVE EMAIL WRITING ( 1 DAY)
By Ms. Carol Chiam
6 November 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
OVERVIEW

Telephone Etiquette and effective email writing are vital for every business organisation.

Customers are more engaged with good telephone manners and emails that respond to them .

Professionalism is what all customers look for. Poor telephone manners will drive customers away. Lousy emails work against us and not for us. Response expected cannot be obtained. Delays and frustrations are outcome of badly written emails.

Frontliners and helpdesk personnel should equip themselves with telephone etiquette and effective email writing skills so that customers feel respected and their grievances heard.

Deliver results with telephone etiquette and effective email writing.

COURSE OBJECTIVES:
  • To develop telephone etiquette and email writing skills that deliver results
  • To ensure effective communication with customers
  • To respond to customers confidently
  • To stay competitive with professionalism via telephone and emails
  • To achieve company’s goals
KEY BENEFITS:
  • Able to develop excellent telephone manners and emailing writing skills
  • Raising ability to communicate with customers professionally
  • Improving performance results with excellent telephone etiquette and effective emails
FOR WHOM
  • All those who wish to improve on their telephone etiquette and emailing skills for maximum results in their performance
  • A good course for frontliners, helpdesk staff, receptionists, telephonists, clerks,executives and salespersons to uphold professionalism via telephone and emails
  • 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. 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
    • Negative and unfriendly words
  2. PROFESSIONALISM VIA TELEPHONE
    • The right mindset:Customers in mind
    • Starting a conversation with impact
    • Using positive and winning words
    • Learning important phrases
    • Right tone in addressing enquiries and complaints
    • Closing a conversation with lasting impression
  3. RESPONDING WITH SPEECH CLARITY AND EMPATHY
    • Dealing with difficult customers effectively
    • Responding to enquiries and complaints with empathy
    • Learn some importance phrases for maintaining good relationship
    • Apologising intelligently
  4. MAKING YOUR EMAILS WORK FOR YOU AND NOT AGAINST YOU
    • Using the right format : formal or informal
    • Give clear message with simple words
    • Identify issues in short paragraphs
    • Tell what actions are expected
    • Write on relevant facts
    • Dos and Don’ts
  5. WRITING EFFECTIVE EMAILS
    • Acknowledgements
    • Replying to complaints
    • Responding to enquiries
    • Apologising
    • How to say “No” professionally
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)
1 person ~ RM 848 / pax
2 persons or more ~ RM 742 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
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 5 working days prior to the event else 30% 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)
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