CUSTOMER SERVICE & TELEPHONIC TECHNIQUES

Foreword

Often the telephone is taken for granted. In this seminar participants will be made to realize the importance of the telephone and how to speak effectively, persuasively and convincingly.

Objectives

·         Improve customer service via telephonic skills

·         Improve attitude towards the customer

·         Learn to use the right tone of voice

·         Learn to use the right choice of words

·         Learn how to handle different callers

Click to View > Our Effective Training Approach

To-date, he has conducted training to more than 700 companies, some of which are: ING Insurance, Cerebros, TA Investment, TQS Enterprise, The Edge Communications, UCB Pharma, Unisem, VIA Communication Network, RHB Bank, RHB Unit Trust, Alliance Bank, Asia Life, American Home Assurance, Amanah Saham Sarawak, Chartered Bank, Hong Leong Bank, Hong Leong Unit Trust, Wing Tiek Holdings, Mitsui Sumitomo, Amassurance, Techdos, PBDS, Toyota, Honda, Brother International, Basis Bay, Blue Scope Steel, BTV Productions, Betamek Electronics, Affin Bank, Boilercare, Miri Port Authority, Bintulu Port Authority, Paramount Property Development, ISL Services, Infiniti Medical, IOI Loders Croklaan Oils, Pantai Medical Center, SPC Industries, SNC Consolidated, Syntronic, Synergy Worldwide, P & O Global, PGF Insulation, Innosabah Securities, Jashin Cabins, SkyNet Worldwide, Sime Darby Travel, Top Glove, Epcos, Eli Lili, Eisai, Tashin Steel, Eliston Engineering, Exxon Mobil, Farmchochem, Techdos, Tekla, Total Oil Malaysia, TH Properties, KDU, Nottingham University, KDU, Nottingham University, TT Engineering & Manufacturing and many more.

PROGRAM CONTENTS

Customer Service

§ Concept of Customer Service

§ Understanding the Psychology of the Customer

§ Who is a Customer?

§ Importance of Customer Service

§ Building a Customer Oriented Culture

Importance of Attitude in Customer Service

§ Understanding Attitude.

§ Identifying Positive Attitudes from Negative Attitudes.

§ Importance of Attitude in Building a Service Oriented Culture.

§ Attitude and Image

§ Presentation of Oneself

Telephone Techniques

§ Telephone Communication: Purpose and Advantages

§ Handling the Telephone

§ Your Voice

§ Receiving Calls

§ Greeting Callers

§ Introduction

§ Effective Listening

§ Managing Objections

§ Taking Down Messages

§ Transferring Calls

§ Filtering Calls

§ Managing Difficult Callers

§ Ending the Call

§ Follow – up Call

§ Giving Bad News

§ Statements to Avoid

Towards a Customer Oriented Culture

§ Characteristics of a Service Provider

§ Recognizing Strengths and Weaknesses in Providing Service

§ Preparation of an Action Plan towards Building a Customer Oriented Culture.

Duration: 1 Day

Target group: Telephone operators, receptionists, call-center operators

TRAINER’S PROFILE

William Leon Chua PhD, is the Founder, Chief Trainer and Principal Consultant of DRC Management & Training PLT. He is a sought-after management consultant and compelling corporate trainer & motivator on Customer Service, Interpersonal & Communication Skills, Change Management, Time Management, Leadership Empowerment, Strategic Management, Teambuilding, Strategic Marketing, Professional Selling Skills, Sun Tzu Art of War, Corporate Ethics, Mindset Change, TQM, and High-Performance Management etc. He speaks to audiences in around the Asia-Pacific Region, and occasionally in Europe. 

He was a member of the Malaysia Association of Professional Speakers (MAPS) & the Malaysia Institute of Management (MIM) and he is a registered corporate trainer with the Human Resource Development Corporation of Malaysia (HRDC) since 1999.

Academically, he has acquired a Diploma in Sales Management, a Diploma in Business & Management, a BA major in Psychology and a PhD in Organizational Behavior. 

Working Experience - With his more than 30 years of multi-industrial experiences complemented with his years as a professional corporate trainer, he has amassed volumes of skills, strategies, techniques, and ideas. He is more than a lecturer; he is a corporate trainer qualified with years of in-depth multi-industrial experiences. 

During this 1-day program he will impart more than 30 years of his research and invaluable training experiences on the subject matter to the participants. All in all, he has provided corporate training to more than 700 companies ranging from various manufacturers, universities, hotels, time-share companies, wholesale companies, housing developers, forwarders, pharmaceutical companies, MLM companies, fund management companies, banks and insurance companies etc. both locally in Malaysia and abroad. His approach in facilitating seminars is expounded with years of hands-on experience, research-based & is up-to-date informative as well as edu-taining, highly motivating and at the same time pragmatic to ensure that learning is effectively projected into action and results. He has to-date directed & produced 2 astounding motivational training videos: (1) Manifestation & Transformation (2) The Kung-Fu of Business Management.

His fields of expertise on corporate training among many other soft skills programs include:

(1) a wide range of Leadership Development Skills Programs,

(2) a series of Corporate Teambuilding & Team-bonding,

(3) Interpersonal & Communication Skills,

(4) Corporate Ethics & Discipline,

(5) Sun Tzu Art of War in Strategic Marketing,

(6) Professional Selling & Negotiation Skills,

(7) Sales Motivation,

(8) Sales Psychology,

(9) The Sales Samurai,

(10) a wide range of Customer Service Programs,

(11) Public Speaking Skills,

(12) Mind-set Change,

(13) Personal Development,

(14) Time Mastery & Goals Getting,

(15) Creative Thinking & Problem Solving,

(16) The Six Thinking Hats,

(17) Confidence & Power in Dealing with People,

(18) Stress Management,

(19) Security Management,

(20) Telephonic Skills,

(21) Grooming & Personality Enhancement etc. 

Website: www.asia-seminar.com

Email: drleonchua@gmail.com

WhatsApp 6013-7296728 / 016-2095570