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 and accordingly.

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

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: 2 Days

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

TRAINER’S PROFILE

Dr. 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 Leadership Empowerment, Strategic Management, Teambuilding, Inter-personal & Communication skills, Strategic Marketing, Professional Selling Skills, Customer Service, Sun Tzu Art of War, Corporate Ethics, Mind-set Change, TQM, and High Performance Management etc. He speaks to audiences in Malaysia, 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 a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).

Academically - he has acquired a Diploma in Sales Management from IMM, a Diploma in Business & Management from Swansea, a BA majoring in Psychology from University of Hawaii, a MBA and a PhD in Organizational Behavior from IUKL.

Working Experience - With his more than 30 years of multi-industrial experience complemented with his 20 years as a professional corporate trainer, he has amassed volumes of skills and ideas. He is more than a lecturer, he is a corporate trainer qualified with years of in-depth multi-industrial experience. During this 2-day program he will impart 30 years of his research and invaluable experiences on the subject matter to the participants.

All in all, he has provided corporate training to more than 700 companies ranging from manufactories, universities, hotels, wholesalers……to banks and insurance companies etc.

His approach to facilitating seminars is – research-based & up-to-date informative, entertaining, highly motivating and at the same time, serious in approach to ensure that learning is effectively projected into action and results.