Customer Service
• Tiger
• Exceptional Guest Service
• Service Recovery & Beyond
• Perfect Service Sumlation
Supervisory Skills
• Boss-Basic Of Supervisory Skills
Training Skills
• Training For Results
• Train The Trainer
• Effective Coaching Skills
People Skills
• People Skills Seminar
Telephone Skills
• Telephone Skills
Front Office Training
• Front Office Upselling
• Going The Extra Mile
F & B Training
• F & B Suggestive Selling


 Consultancy
Others


 


TELEPHONE SKILLS

Benefits
The telephone is often the first point of contact through which customers form lasting first impressions. With effective telephone skills, your staff can turn enquiries into sales, meet customers' needs, and improve the image of your organisation. This is especially true today as more customers are seeking service through the telephone.

Objectives
At the end of this course, participants should:
1. Acquire basic skills to handle routine telephone activities professionally
2. Improve their voice management to project a more professional image
3. Interact effectively with customers over the phone


Course Outline
 1 ----- The Importance of Quality Telephone Service
 2 ----- Telephone Etiquette for Routine Tasks
ˇ Answering Calls
ˇ Placing on Hold
ˇ Transferring Calls
ˇ Making Calls
ˇ Leaving Messages
ˇ Taking Messages
 3 ----- Managing Your Voice Effectively
ˇ Quality of Voice
ˇ Speaking Clearly
 4 ----- Dealing With Customer Situations
ˇ Handling Enquiries
ˇ Handling Complaints

Format
A 1-day in-house course, taught in groups of 16.

Target Audience
Every employee who interacts with customers on the telephone.

Methodology
Lecture, discussion, role-play and experiential activity.