Telephone and Email Management

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Course Objectives

  • Create the right impression of yourself and your company and present an image of total customer care.
  • Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
  • Handle calls in a structured way, project professionalism in words and voice, and speak with clarity.
  • Manage difficult and aggressive customers, and resolve problems successfully.
  • Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.
  • Close calls by summarizing outcomes and agreed actions with the caller and by recording.
  • Organize and write effective business emails.
  • Focus on your document.
  • Communicate to your audience effectively.
  • Organize and write effective business documents.
  • Apply techniques for presenting your ideas effectively.
  • Apply techniques for communicating clearly.

Target Audience

Our business-writing course targets individuals required to write professional documentation such as emails and letters.
Its primary purpose is to equip you with the skills required to write clear, concise, effective business documents in an efficient and Professional manner. It is particularly relevant to:

  • Personal assistants
  • Managers
  • Sales representatives
  • Customer service personnel
  • Administration staff
  • Accounts staff

Methodology

Our trainer uses a combination of expert input practice and small group sessions offering the best opportunities for skills transfer into the work/marketplace. Learning tools include questions, discussions, practical exercises, on-going review and techniques from the adult learning processes. Highly interactive with activities and practice session designed to put your new skills into action throughout the course. Amongst these activities is an email/letter writing workshop in which you have the opportunity to rework one of your own business documents with the help of our expert trainer.

Course Modules

MODULE 1 – CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE
MODULE 2 – IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS
MODULE 3 – CONTROLLING THE TELEPHONE PROCESS CONFIDENTLY
MODULE 4 – HANDLING PROBLEMS, UPSET CALLERS AND DIFFICULT CUSTOMERS
MODULE 5 – BUILDING YOUR WRITING FOUNDATION
MODULE 6 – PLAN FIRST WRITE LATER
MODULE 7 – EASY, EFFICIENT, AND EFFECTIVE EMAILS
MODULE 8 – BUSINESS EMAILS

Get To Know The Trainer

Trainer Anita

 4.5

Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.

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FREE QUOTATION!

COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client`s place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM1,999/DAY

RRP RM2,860/DAY   SAVE RM861

*T&C Applies

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