Telephone Etiquette & Techniques for Receptionist/Office Administrative Staff
Introduction
Learn how to enhance your professional image and communication skills through telephone etiquette. Gain the necessary guidelines, knowledge, skills and strategies to ensure a positive impact on all callers. Learn about: effective greetings, voice technique, taking messages/voice mail and conference calls, handling difficult callers and much more.
Learning Objectives
This Program helps Participants to:
· Identify elements of Customer Service that earn enthusiastic customers and repeat sales.
· Identify effective techniques for using the telephone daily.
· Build effective relationships with customers during telephone calls.
· Identify effective methods of greeting the customer, obtaining customer information and concluding telephone calls.
· Use active listening and empathy for more effective customer interactions.
· Adjust telephone communication styles to suit individual customer styles.
· Handle Customer problems and complaints effectively.
Who Should Attend
· Receptionists
· Telephone Operators
· Secretaries
· Personal Assistants
· Administrators
· Customer Service Support Staff
Training Coverage
Overview
PROGRAM SCHEDULEDay 1
8:30 a.m. – 9:00 a.m. / Registration
9:00 a.m. – 10:15 a.m. / Training Start
10:15 a.m. – 10:30 a.m. / Morning Break
10:30 a.m. – 1:00 p.m. / Training Continue
1:00 p.m. – 2:00 p.m. / Lunch
2:00 p.m. – 3:30 p.m. / Training Continue
3:30 p.m. – 3:45 p.m. / Tea Break
3:45 p.m. – 5:30 p.m. / Training Continue
5.30pm / End of Training
· Differences between Telephone and Face-to-face Customer Service.
· Formula for Customer Service.
· Telephone Service – The Actual Fact of Survey.
Speech Control
· The Sound of Service.
· Speech Control Techniques.
· What do I sound like?
Building Customer Relations
· Building Relationships with Customers over the telephone.
· Empathy.
· Telephone Skills Inventory.
Receiving a Call
· Telephone Situations.
· Basic Telephone Skills Practice
· Answering the Telephone
· Putting the caller on hold
· Transferring a call
· Taking a message
· Ending a call
Handling Problems and Complaints
· Winning over a Difficult Customer.
· Let me tell you what I can do.
· Handling the angry and abusive customer
Facilitator/Trainer
Ms. Josephine Lui
Josephine Lui is Managing Consultant of Imagine Image Consultancy, a personal branding and corporate image consulting company. A qualified Image Consultant, she offers both individual coaching and master corporate training in business image, personal and professional presence, business protocol and communication skills.
A Certified Image Consultant and an associate member of AICI, Josephine graduated from London Image Institute and Academy of Masters Mastery. Personally coached by world-renowned Lynne Henderson Marks and Christina Ong, both Certified Image Masters in association with AICI (Association of Image Consultants International, USA). A passionate , dynamic and engaging educator, Josephine is always fully committed to her clients’ success.
With over 18 years of experience as a well known international branding expert and corporate trainer in the beauty industry, Josephine has worked with Chanel, Elizabeth Arden, Lancome and Sisley with key responsibilities of its in-house trainings as well as its image grooming and etiquette of the Brand’s sales & service staff . At Chanel, she has acquired a strong sense of luxury fashion style and was the key facilitator of its Corporate Orientation Programs. At Elizabeth Arden, Josephine had designed and implemented its company’s dress code and the Brand’s corporate uniform for its beauty consultants. Her other clients’ include Bluebell Malaysia, OCBC (Premier Banking), Mary Kay (M) Sdn Bhd, Prudential Assurance and HSBC (Puchong) amongst others.
Telephone Etiquette & Techniques for Receptionist/Office Administrative Staff
CLEVERBRIDGE TRAINING RESOURCES
No.9A, First Floor, Lintang Pekan Baru, Off Jalan Meru, 41050 Klang, Selangor
Tel: 03-3343 2180 Fax: 03-3341 5755