Telephone Skills Training Philippines

Seminar Info

Date:
June 18, 2013

Time:
9:00 am to 4:00 pm

Venue:
Unit 201 Richbelt Tower, 17 Annapolis St., Greenhills, San Juan City, Metro Manila.

Seminar investment:
Php 3,000.00 per person (inclusive of snacks, lunch, seminar kit, handouts, certificate of attendance)

Discount:
10% Discount if FULL AMOUNT is paid at least 5 days before the event.

Reservation:
Phone reservation is required. Please call telephone (02) 727-8860, (02) 727-5628, or (02) 496-6949 (Look for Ms. Rose Ann David or Ms. Mini Anlacan).

Schedule:
Schedule may change without prior notice. Please call to confirm. 

Contact Us

+63 7275628
+63 7278860
Unit 201 Richbelt Tower, 17 Annapolis St., Greenhills, San Juan City, Metro Manila

www.businesscoachphil.com

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Objectives

• To know what to say during a customer phone call
• To learn how to make the proper voice expression
• To acquire listening skills to better understand the customer’s needs
• To manage angry customers by finding mutually acceptable solutions

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 call

• 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

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Contact Us
+63 7275628
+63 7278860
Unit 201 Richbelt Tower, 17 Annapolis St.,
Greenhills, San Juan City, Metro Manila