NAME OF THE COURSE |
Certified professional: Techniques to Delight your Customers & Excellent Frontline |
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CERTIFICATION |
Certified professional: Techniques to Delight your Customers & Excellent Frontline |
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COURSE OVERVIEW |
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day PD Training Professional Telephone Skills Course in Singapore. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone. |
You will learn skills like improving your phone “voice”, what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more. |
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TRAINING DURATION |
Training Hours per day : 4-6 Hours |
Total Training Hours : 20-24 Hours |
Training Duration : 5 Days |
Total Training Days : 5-10 Working Days |
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TRAINING SCHEDULE |
Weekdays (Sunday to Thursday) |
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm) |
Food & refreshments Included |
Weekends (Friday & Saturday) |
Fast Track Sessions: 8 Hours per day (9am to 5pm) |
Food & refreshments Included |
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CERTIFICATION |
Globally recognized certificate from “Kings Global Career Academy” |
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TEST |
No |
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LEARNING AIDS |
Yes |
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COURSE MATERIAL |
Hard & Soft Copies of Study Material |
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LANGUAGE OF INSTRUCTION |
English |
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INSTRUCTOR HELPLINE |
Yes |
1. Email |
2. Social Media (For Emergency requirements) |
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REGISTRATION REQUIREMENTS |
1. Passport Copy |
2. Curriculum Vitae |
3. Passport size photographs |
4. Course Fee |
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MODE OF PAYMENT |
Cash / Cheque / Credit Card / Bank Transfer. |
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ELIGIBILITY |
This course is not only applicable to front line staff but also for Sales and Service Professionals who want to project a professional image when communicating with customers on the telephone. Managers and team leaders of sales and service teams responsible for inbound, outbound sales and customer service will also learn to enable their team members to communicate effectively with customers on the telephone and manage a difficult situation. |
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COURSE BENEFITS |
- Learn how to provide effective client service over the phone
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- Project a professional image over the phone
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- Master a professional, effective & reassuring telephone voice
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- Gain client’s trust using proven communication techniques
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- Learn to question effectively over the phone
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- Master proven techniques to manage irate customers professionally
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- Learn tips for handling a busy reception
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- Phrase more effectively for positive and clearer communication
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- Establish the right words for unambiguous, positive & productive communication
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COURSE CONTENTS |
Try to Do Better |
- Anticipate Customer Needs
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- Deliver Beyond Customer Expectations
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- Be Consistent Across Channels
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- How to Continually Ensure Your customer’s Value What you Offer
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- Eliminate Dissatisfaction
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- Empathizing with Customers
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- Focussing on the Experiences That Matter Most to Customers
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- Know Your Customers Top Issues
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- Gathering information from multiple sources (surveys, employees, social, call centre, etc.), you can determine the top issues your customers have. Make your own “One List” with the top 10, and take active steps to resolve them.
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Help Customers Achieve Their Goals |
- Failing & Apologizing – and Meaning It
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- Make your customers feel valued
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- Measurement isn’t About “The Number”
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- Personalize Interactions Across Channels and Touchpoints
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Respond Quickly |
- Share Best Practices Across Internal Groups and Silos
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- Simplify Customer (in Fact, All) Experiences
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- Think Multi-Channel, but Nail Mobile First
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Providing Effective Client Service |
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- The Ten Commandments of Good Business
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- What Makes An Effective Client Communicator?
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- The Seven Deadly Sins of Service
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Gaining Your Client’s Trust |
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- You never get a second chance to make a good first impression
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- Create a Positive First Impression:
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- 4 Key Parts to your Phone Greeting
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- Put Your Clients at Ease with Positive Language
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- Getting to the Point Quickly – Saying Too Much
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- Ending a Call Politely and Professionally
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Effective Questioning |
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- Good Questioning Techniques
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- Ask yourself the following 5
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- Open and Closed Questions
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- Seek Satisfaction/Understanding
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- Questions to Keep Control of the Call
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- Arrange When You Will Call Them Back
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Prepare Yourself |
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