TELEPHONE EXCELLENCE

INTRODUCTION

The Telephone Excellence programme covers all key aspects of proper conduct and practices in the reception area, and equips front-line telephonists with the practical skills to operate productively and efficiently in this environment.

This workshop is also designed to encourage new and experienced front-line staff to interact, and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this critically important role.

WHAT THIS COURSE CAN DO FOR YOU…

• Employing effective telephone etiquette
• Answering the telephone according to organisational standards
• Processing incoming calls according to organisational standards
• Processing outgoing calls according to organisational standards
• Using the telephone effectively in a business environment
• Importance of answering the call in a professional manner
• Taking accurate messages and relaying effectively and timeously to the recipient
• Transferring the calls and keeping the client informed of delays
• Assisting customers with requests.
• Improving communication skills, questioning and listening techniques.
• Dealing with difficult callers

 

COURSE CONTENT

Effective Telephone Etiquette

• Telephone etiquette principles
• Interoffice manners
• Voice modulation
• Open Communication
• Positive language
• Solution vs. problem orientation
• Weak words and expressions to avoid
• Discretion and Confidentiality

Answering the Telephone

• Promptness
• Greetings
• Announcing a call
• Answering for someone else
• Meeting callers expectations

Processing Incoming Calls

• Transferring and redirecting calls
• Handling multiple calls at once
• Placing callers on hold
• Words and phrases to keep callers ‘cool’
• Screening calls
• The difficult caller
• Taking messages
• Persistent callers

Processing Outgoing Calls

• Preparing and planning the call
• Making calls for management
• Returning calls and following up
• Answering devices
• Closing conversations
• Top 10 Tips for Making Out-Going Calls
• The telephone checklist

Communication

• Defining communication
• Top 10 Hints for Listening
• Top 10 Hints for Effective Questioning
• Barriers to communication and how to overcome them

Dealing with Difficult Callers

• Handling irate customers
• Handling persistent clients
• Handling talkative clients
• Handling the impatient customer
• Handling the confused customer
• Handling threatening telephone calls

 

Kami memberikan alternatif Fasilitas atas Investasi anda dalam Program ini, diantaranya :

1. Sertifikat, Peralatan Training, USB, Souvenir, Lunch, Coffe Break, City Tour
2. Running minimal 2 Orang (Semarang, Jogja, Solo), Running minimal 3 Orang (Bandung, Jakarta), Running 4 Orang diperuntukan untuk daerah (Bali, Lombok, Manado, Balikpapan)
3. Kami menyediakan transportasi antar Jemput dari Stasiun/Bandara ke Tempat Pelatihan(Hotel) bagi perusahaan yang Running minim 2 Orang
4. Harga dilampirkan di Brosur Penawaran

Untuk daerah luar Kota Yogyakarta Harga Menyesuaikan.

Hotel Pilihan (Sementara) Bisa Menyesuaikan sesuai Kesepakatan.

1. Hotel Ibis Malioboro, Yogyakarta
2. Hotel Ibis, Solo
3. Hotel Ibis Simpang Lima Semarang
4. Hotel Fave, Balikpapan
5. The Santosa Villa and Resort, Lombok
6. Hotel Nagoya Plaza, Batam
7. Hotel Gino Ferruci, Bandung
8. Hotel Fave Pasar baru Jakarta, Jakarta
9. Hotel Santika Kuta, Bali
10. Hotel Aston, Manado
11. Hotel Santika Pandegiling, Surabaya

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Tambahan Informasi :

1. Silahkan tanyakan ketersediaan Tanggal dan Waktu dari jadwal training terbaru apabila anda tidak menemukan waktu yang sesuai dengan jadwal anda.

2. Training dapat disesuaikan dengan kebutuhan perusahaan jika dalam bentuk In-House Training. Silahkan baca ketentuan In-House Training diwebsite kami atau hubungi kami di Nomer Mobile untuk mendapatkan Fast Respon.

3. Silahkan mengisi Form Request Training di website kami untuk mendapatkan informasi tambahan yang belum ada, atau jika anda ingin menanyakan usulan materi sesuai kebutuhan perusahaan. Hubungi kami lewat email yang tertera atau Register disini!

4. Apabila telah menerima Silabus Training, Customer dapat Request Waktu Training yang diinginkan.

5. Informasi dan Data yang jelas akan memudahkan kami untuk segera merespon permintaan anda.

Customer Dapat Request Tempat, Waktu, serta Fasilitas Training. Silahkan Hubungi kami untuk Menerima Brosur Penawaran.