Effective Communication Skills Through The Telephone

Chat to get a Free Quotation

  • Private Class Price is Per Day not Per Pax
  • Send 1 or 20 pax for the same price
  • HDRF Claimable(SBL)

Private Class from

2400/day

(2 Days)

BENEFITS

Upon completion of this programme, the participants will be able to:

  • Take and direct any call with confidence and efficiency
  • Prepare for and make any call effectively
  • Determine and achieve the goals set for the call
  • Effectively trouble-shoot any problems arising during the call
  • Adopt appropriate English Language structure and professional usage for this means of communication

AUDIENCE

This program is vital for personal assistants of directors and secretaries, telemarketers or executives who liaise on the phone daily. Telephones are usually the first introduction anyone has to a company and its services. Anyone who works at the front-line of a company using this medium of communication will definitely benefit from this course.


METHODOLOGY

This program will be conducted through interactive lectures, PowerPoint presentation, discussions and practical exercise.

PRE-CALL PREPARATION
  • Prepare Your Information
  • Plan What You Want To Say
  • Send An Email
ELEMENTS INVOLVED IN MAKING CALLS
  • Recognizing The Telephone
  • Managing Work Area
  • Preparing The Right Tools
    • E.G. Pencil, Pen, Wet Ball Point Pen, Ink Pen, Paper, Calculator, Calendar, Diary / Organizer, List.
  • Mental Preparation
    • Keep Your Mind Free
    • Focus On The Call
    • Feel Positive
    • Expect Unwanted Behaviors
  • Picking Up The Telephone
    • Picking Up Softly
    • Pressing The Button

KEY TERMS & GREETING PHRASES
  • Key Terms
    • E.G. Equipment, People, Services, Calls, Tones
  • Key Phrases
    • Receiving Calls
      • Identifying Yourself
      • Offering Help
      • Identifying The Caller
      • Connecting / Transferring The Line
      • No Connection
      • Making Apologies
      • Taking Message
    • Making Calls
      • Identifying Yourself
      • Requesting For Connection / Line Transfer
      • Reason Of Calling
      • Giving Messages
      • Confirming The Messages
DURING-CALL PROCESSES TO CONSIDER
  • Appropriate Telephone Etiquette
  • Methods Of Message Taking
  • Transferring Or Putting The Call On Hold
  • Communicating Objective
  • Effective Listening Techniques
  • Handling Complaints
APPROPRIATE TELEPHONE ETIQUETTE
  • Pick Up The Telephone Before The Third Ring
  • Stay Focused
  • Do Not Do Other Things
  • Do Not Entertain Other Calls
  • Do Not Entertain Other People
  • Do Not Eat Anything

METHODS OF MESSAGE-TAKING
  • Take Down The Details Of The Caller
  • Take Down Detailed Information Of The Intended Recipient
  • Using Abbreviations
TRANSFERRING OR PUTTING THE CALL ON GOLD
  • Inform The Callers That Their Calls Are Being Transferred
  • Inform The Intended Recipient Of The Call
  • Inform The Callers That Their Calls Will Be Put On Hold
  • Offer To Take A Message
COMMUNICATING OBJECTIVE
  • Inform The Purpose Of The Call
  • Organizing Contents Of The Call
  • Checking The Content Of The Call
  • Making Decisions
EFFECTIVE LISTENING TECHNIQUES
  • Turn Off Noisy Equipment
  • Do Not Be Disturbed By Other Noises
  • Focus On The Call
  • Overcoming Listening Obstacles
  • The Words Spoken Were Unclear
HANDLING COMPLAINTS
  • Deal With The Problem Calmly
  • Be Professional
  • Explaining The Cause Of The Problem
  • Accepting Fault
  • Apologizing About The Problem
  • Declining Fault
CLOSING A CALL EFFECTIVELY
  • Ending With A Positive Note
    • Watch Out For The Closing Signals
    • Thank The Caller
  • Putting Down The Telephone
  • Delivering The Message

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