East Asia Institute of Management 东亚管理学院 (EASB) English


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Performance Based Telephone Techniques

 

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Objective

By the end of this 1-day workshop, participants would be able to:

  • Deliver Great Customer Service to Customers
  • Understand & Improve Telephone Etiquette & Manners
  • Handle Stressful & Difficult Situations over the Telephone

 

Outline

Great Customer Service Delivery (Face-to-Face / Telephone)

  • Be a Customer Service Super Star – Role Modeling the Best
  • Moments of Truths – Interactions with Customers
  • Customer-focused Communication & Listening Skill
  • Service with your Heart – Being Passionate about Service

 

Telephone Etiquette & Manners

  • Secrets to be the Best Call Professional
  • Developing a Positive & Professional Image over the Phone
  • Essential Telephone Etiquette & Manners
  • Overcoming the Common Mistakes in handling Phone Calls


 

Handling Stressful & Difficult Service Situations

  • EQ and Customer Service
  • Managing Increasing Work Volume & Peak Hours
  • Scenario Planning for Difficult Service Situations
  • Role Plays on Managing Difficult Customers over the Phone

 

Training Methodology

  • Short Lectures, Case Studies & Role Plays
  • Individual and Group Exercises
  • Personal Reflection & Sharing
  • Discussion and Presentation
  • Video Watching & Feedback



For whom

Supervisors, new executives and managers

 

Course Duration

1 day

  

Date
24 September 


Fees

$300
*All pricing subject to prevailing 7% GST

 

SDF Grant
SDF funding available, please refer to SDF website for more details.
*Terms and conditions apply.


Trainer Profile 

Ken Wong is a Bilingual Regional Trainer, Management Consultant, Writer and Entrepreneur, with more than 13 years of corporate training & consulting, writing and marketing experience in Asia. He conduct a wide-range of workshops for SMEs, MNCs, and government agencies. Besides Singapore, Ken also conducted workshops in Indonesia, Malaysia, Thailand and China. Ken is an associate trainer with PSB Academy, Singapore Manufacturer Federation Centre for Corporate Learning (CCL), Singapore Human Resource Institute (SHRI) and Singapore Training and Development Association (STADA). Ken holds MSc in Training and Performance Management from University of Leicester, UK. He obtained his first degree in Bachelor of Business Administration from National University of Singapore.


IMPORTANT NOTES:
1. Replacements are allowed without charge. Please inform us of the replacement in writing at least 3 days before the commencement date.
2. Cancellation received less then 10 working days prior to the workshop will carry a 30% administration fee.
3. Confirmation will be sent out via email 2 weeks prior to the commencement date.
4. EASB reserves the right to reschedule/cancel a workshop in the event of unforeseen circumstances.

For further information, please contact 6370 8865 / 6278 5550, or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it