Learn From The Best

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“

Telephone Etiquette & Effective Email Writing

16 April 2021


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.

Program Outlines


  • 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


  • 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


  • Dealing with difficult customers effectively

  • Responding to enquiries and complaints with empathy

  • Learn some importance phrases for maintaining good relationship

  • Apologising intelligently


  • 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


  • Acknowledgements

  • Replying to complaints

  • Responding to enquiries

  • Apologising

  • How to say “No” professionally

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Who Should Attend

  • 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


  • 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.

After Attending, You Will Return To Your Job

  • 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

Course Fees

Normal Fee ~ RM 750/ person

Group Discount ~ RM 638 / person (for 3 or more participants)

(Price incl. 6% Service Tax)

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