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DTSTART;VALUE=DATE:20250218
DTEND;VALUE=DATE:20250220
DTSTAMP:20260425T104950
CREATED:20250106T020124Z
LAST-MODIFIED:20250210T081303Z
UID:32913-1739836800-1740009599@uoa-academy.com
SUMMARY:Telephone Techniques and Handling Difficult Clients
DESCRIPTION:Objectives \nThe 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. \nTarget Audience \nThis 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. \nLearning Outcomes  \n\nGain proficiency in telephone etiquette\, encompassing effective greetings\, active listening\, and maintaining a professional tone.\nDevelop strategies for managing difficult clients\, addressing complaints\, and resolving conflicts during telephone interactions.\nAcquire skills to enhance customer satisfaction through improved communication effectiveness.\nContribute to a positive and professional organizational image through effective telephone techniques.\nEmpower participants with the knowledge and tools to handle challenging client interactions with confidence and professionalism.\n\nCourse Outlines: \nDay 1:  \nModule 1: Foundations of Effective Telephone Communication \n\nProfessional Telephone Etiquette (Greetings\, Introductions\, Closing Remarks)\nActive Listening Skills (Techniques for Effective Listening and Understanding)\nNonverbal Communication in Telephone Interactions (Tone of Voice\, Pace\, Enunciation)\nBuilding Rapport and Establishing Trust\n\nModule 2: Handling Customer Inquiries and Requests \n\nGathering Information and Clarifying Client Needs\nProviding Accurate and Concise Information\nProblem-Solving Techniques for Common Customer Inquiries\nDirecting Calls and Transferring Calls Effectively\n\nModule 3: Techniques for Handling Customer Complaints \n\nActive Listening and Empathy in Complaint Handling\nAcknowledging and Validating Customer Concerns\nDe-escalation Techniques for Angry or Frustrated Clients\nFinding Solutions and Resolving Complaints Effectively\n\nModule 4: Building Rapport and Customer Relationships \n\nPersonalized Communication and Customer Recognition\nActive Listening and Empathy in Customer Interactions\nBuilding Trust and Credibility through Effective Communication\n\nDay 2: \nModule 5: Dealing with Difficult Client Behaviors \n\nIdentifying and Addressing Aggressive\, Rude\, or Demanding Clients\nSetting Boundaries and Maintaining Professionalism\nHandling Difficult Conversations and Difficult People\nTechniques for Remaining Calm and Composed under Pressure\n\nModule 6: Handling Difficult Situations \n\nDealing with Irate Customers and Handling Angry Outbursts\nManaging Difficult Calls and Escalation Situations\nHandling Customer Complaints and Disputes\nTechniques for Handling Difficult or Sensitive Topics\n\nModule 7: Communication Technology and Tools \n\nUtilizing Telephone Systems and Communication Technologies \nEffective Use of Call Recording and Monitoring Tools\nCommunication Protocols and Best Practices\nTechnology and its Impact on Customer Service\n\nModule 8: Enhancing Customer Satisfaction \n\nMeasuring Customer Satisfaction and Gathering Feedback\nUsing Customer Feedback to Improve Telephone Interactions\nCreating a Positive Customer Experience\nBuilding Long-Term Customer Relationships\n\n\n\nPRICING: \nRM 1\,800.00 Per Person (HRD Corp Claimable Course) + 8% SST \n  \n\nKindly scan or click on the link below for your \nLearning Registration.\n \nFor any enquiries\, please contact us at:\n \nUOA Academy Sdn Bhd\nUOA Corporate Tower\, Lobby A\, Avenue 10\, The Vertical\nBangsar South City\, No 8 Jalan Kerinchi\n59200 Kuala Lumpur\, Malaysia.\nTel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517\nEmail: register@uoa-academy.com\n \n\nhttps://www.surveymonkey.com/r/EXTREG\n \nCancellation & Transfer\n\nPlease 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. \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\,\nincluding cancellation of the workshop if warranted by circumstances beyond its control. \n\n  \n\n  \nJoin Today! \n 
URL:https://uoa-academy.com/events/telephone-techniques-and-handling-difficult-clients/
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