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Telephone Techniques and Handling Difficult Clients (1 day)
December 12, 2024
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:
Module 1: Telephone Etiquette
- Overview of Telephone Communication
- Effective Greetings and Introductions
- Professional Tone and Language
Module 2: Active Listening Skills
- Importance of Active Listening in Telephone Interactions
- Techniques for Improved Listening
- Verbal and Non-Verbal Cues
Module 3: Strategies for Difficult Clients
- Identifying Different Types of Difficult Clients
- De-escalation Techniques
- Conflict Resolution Over the Phone
Module 4: Complaint Handling
- Understanding Customer Complaints
- Steps for Addressing Complaints Professionally
- Turning Complaints into Opportunities for Improvement
Module 5: Maintaining Professionalism
- Handling Stressful Situations
- Staying Calm and Collected
- Representing the Organization Professionally
Pricing:
RM 1,000.00 Per Person (HRD Corp Claimable Course) + 6% SST
Kindly scan or click on the link below for your
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517
Email: register@uoa-academy.com
Cancellation & Transfer
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.
