Objectives
The Telephone Techniques and Handling Difficult Clients course aims to enhance participants’ communication skills in telephone interactions and equip them with strategies to effectively manage challenging client interactions. The primary objectives include providing insights into telephone etiquette, developing techniques for handling difficult clients, and fostering a positive customer service experience.
Target Audience
This course is designed for customer service representatives, executives, and professionals involved in telephone-based interactions. It is suitable for individuals seeking to improve their telephone communication skills and effectively handle challenging client situations. The content caters to those in various industries where telephone communication plays a crucial role in customer relations.
Learning Outcomes
- Gain proficiency in telephone etiquette, encompassing effective greetings, active listening, and maintaining a professional tone.
- Develop strategies for managing difficult clients, addressing complaints, and resolving conflicts during telephone interactions.
- Acquire skills to enhance customer satisfaction through improved communication effectiveness.
- Contribute to a positive and professional organizational image through effective telephone techniques.
- Empower participants with the knowledge and tools to handle challenging client interactions with confidence and professionalism.
Course Outlines:
Day 1:
Module 1: Foundations of Effective Telephone Communication
- Professional Telephone Etiquette (Greetings, Introductions, Closing Remarks)
- Active Listening Skills (Techniques for Effective Listening and Understanding)
- Nonverbal Communication in Telephone Interactions (Tone of Voice, Pace, Enunciation)
- Building Rapport and Establishing Trust
Module 2: Handling Customer Inquiries and Requests
- Gathering Information and Clarifying Client Needs
- Providing Accurate and Concise Information
- Problem-Solving Techniques for Common Customer Inquiries
- Directing Calls and Transferring Calls Effectively
Module 3: Techniques for Handling Customer Complaints
- Active Listening and Empathy in Complaint Handling
- Acknowledging and Validating Customer Concerns
- De-escalation Techniques for Angry or Frustrated Clients
- Finding Solutions and Resolving Complaints Effectively
Module 4: Building Rapport and Customer Relationships
- Personalized Communication and Customer Recognition
- Active Listening and Empathy in Customer Interactions
- Building Trust and Credibility through Effective Communication
Day 2:
Module 5: Dealing with Difficult Client Behaviors
- Identifying and Addressing Aggressive, Rude, or Demanding Clients
- Setting Boundaries and Maintaining Professionalism
- Handling Difficult Conversations and Difficult People
- Techniques for Remaining Calm and Composed under Pressure
Module 6: Handling Difficult Situations
- Dealing with Irate Customers and Handling Angry Outbursts
- Managing Difficult Calls and Escalation Situations
- Handling Customer Complaints and Disputes
- Techniques for Handling Difficult or Sensitive Topics
Module 7: Communication Technology and Tools
- Utilizing Telephone Systems and Communication Technologies
- Effective Use of Call Recording and Monitoring Tools
- Communication Protocols and Best Practices
- Technology and its Impact on Customer Service
Module 8: Enhancing Customer Satisfaction
- Measuring Customer Satisfaction and Gathering Feedback
- Using Customer Feedback to Improve Telephone Interactions
- Creating a Positive Customer Experience
- Building Long-Term Customer Relationships
PRICING:
RM 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST
Please note that should this registration be cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.
Disclaimer: UOA Academy reserves the right to make changes to the venue, date, and speaker,
including cancellation of the workshop if warranted by circumstances beyond its control.
