Upon completion of this programme, participant will be able to:
Front Desk Officer, Customer Service Personnel, Receptionist, Secretaries, Telemarketers, Telephone Operators, Clerks, Supervisors, Officers and all those who need to communicate with others in their daily work via telephone.
An interactive and practical approach incorporating group discussions/exercises, presentations and role plays.
Module 1: Understanding Expectations
Module 2: Managing Your Moods & Space
Module 3: Managing Expectations – Creating Impressions
Module 4: Guidelines in Handling Calls Professionally
4.5
Sathiesh has extensive 17 years of working experience in the Telecommunication and Semiconductor / Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Later, he took up the role as a Corporate Trainer and has been exposed to overseas training such as Managing Customers’ Complaints & Recovery Process in Sweden and Subscription Handling for Call Center as well as Call Center Service Overview in Spain. He is also a certified PSMB trainer.
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