Effective Telephone Call Handling

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Course Objectives

Upon completion of this programme, participant will be able to:

  • Handle opening and closing calls clearly and Professionally
  • Mentally prepared & Focused in handling calls
  • Use effective questioning to understand callers expectations
  • Understand when to listen & when to speak
  • Create good first impressions & build rapport with Caller
  • Have a standard format for consistency and professionalism over the phone
  • Transmit confident in dealing with a wide variety of  telephone calls 

Target Audience

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.

Methodology

An interactive and practical approach incorporating group discussions/exercises, presentations and role plays.

Course Modules

Module 1: Understanding Expectations

Module 2: Managing Your Moods & Space

Module 3: Managing Expectations – Creating Impressions

Module 4:  Guidelines in  Handling Calls Professionally

 

Get To Know The Trainer

Get To Know The Trainer

Trainer Sathiesh

 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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COURSE INCLUDES

COURSE BENEFITS

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RM0/DAY

*T&C Applies

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