Telephone Techniques. 11 th 12 th November 2010 Petaling Jaya

Transcription

1 11 th 12 th November 2010 Petaling Jaya

2 Objectives: To understand the difference between face to face and voice communication. Understand the need for clear and concise understanding between all parties. Understand what constitutes excellent Customer Care. Agree on the importance of professional telephone techniques. Provide effective questioning and listening techniques. Recognize why it is important to own the call. Deal with difficult/angry callers. Develop a personal action plan. Group discussion is an integral part of this course with role-plays used to learn how to put your newly learned skills into practice.

3 Effective Communication Skills Why Communicate? Types of Communication Problems of Communication Voice & Tone Control Body & Verbal Body Language Your Voice Using the Right Tone R.S.V.P Tone on the Phone Questioning & Listening Techniques Asking Questions Types of Questions Using the Right Words Listening Skills 6 Rules for Listening Why Do we need to Listen? Why Don't we Listen Well? Developing / Improving your Listening Skills Listening Techniques The Telephone First Impressions Answering the Phone-Direct from the Switchboard Answering the Phone-Dial Pick-Up Taking Notes / Information Message Taking The Equipment Required Planning the Outgoing Call Pre-Planning the Call Checklist Potential Pitfalls of Using the Telephone Telephone Guidelines Telephone Manners Common Frustrations when using the Telephone Using Voice Mail / Mobile Phones Putting Callers on Hold Whilst a Caller is on Hold Transferring the Call Taking a Transferred Call When a Caller is Transferred to the wrong Department Call Waiting Distractions / Attitude Problem Terminating Prolonged Conversations What to Do? Building Relationships with Customers Assertiveness How to Develop Expressiveness / Assertiveness Results of Behavior Types Why do Customer / Callers Get Angry? Handling the Angry / Complaining Callers/Customer Do's and Don'ts Handle it in this Way Attitude Follow Through Summary Lasting Impression

4 INSTRUCTOR PROFILE Ms. Mary Bernard Joseph a training consultant specializing in Leadership and Communication skills. She began corporate teaching at Motorola University, Kuala Lumpur. She had the opportunity of conducting training at Motorola sites throughout Asia. She also had numerous opportunities to design and develop training programs. Mary had a pool of Instructors from the Manufacturing Section reporting to her. Mary later had the opportunity of being Head of the Motorola University logistics department taking charge of both Motorola Kuala Lumpur and Motorola Seremban. Mary subscribes to saying that Hallmark of an effective leader is clear focus and direction. Successful leaders operate with a vision of where they are going and they use this vision to inspire their people and their organization. Mary holds a Masters in HRM (Hawaii) Dip.Training and Development. (U.K.Certificate in Instructional Design (Motorola University, U.S.) Mary subscribes to the saying that "Learning is not a spectator sport". All her courses are therefore activity - and participant centered. An exponent of Active Learning, she provides a learning environment and conditions that make learning fun and memorable. Furthermore, she uses techniques that tap on the 7 intelligences using the whole-brain approach - an innovative teaching strategy and helps learners learn faster and more effectively. Amongst Ms. Mary s clients are Maybank, Proton, Maju Holdings, KL Golf and Country, Texas Instrument, Motorola, Colgate Palmolive, Nestle. Motorola Korea, Alliance Bank, CSE, MBF, Nestle, Comptel Int l, Sunway Group, Putra Perdana Construction, MHS Aviation, Totokiki, Loreal, Delloyd Industries, GlaxoSmithKline, World Discovery, Getronics, Samsung, JTI, Petronas, Bank Negara, MBF, Pochell Electronics, Aji-no-moto, Star, BP Castrol, IMU, Naza, TM Asia Life, Hotel Maluri, Residence Hotel, Lafarge, Power Alstom, Siemens, LimKokWing University, Malaysian Sheet Glass, Jebsen & Jessen, Perodua, CSA and others. She has also been invited to teach in USA, East Malaysia, Brunei, Singapore, Korea, Hong Kong and Philippines. Participants' evaluations of her courses are consistently excellent as her courses are result-oriented.

5 11 th 12 th November 2010 Petaling Jaya Single Registration - RM Mode of Payment: Cheques payable to: L&P Total Solutions. (Please print title & date of event at the back of cheques.) Postal Address: The Administrator L&P Total Solutions No.21, Jalan Kasawari 3 Bandar Puchong Jaya, Puchong, Selangor Substitution of participants Registered participants may be substituted at any time. The Organizer reserves the right to make any amendments and/or changes to the program, venue, speaker replacements and/or topics if warranted by circumstances beyond its control. Please register the following Delegate (s). Approving Manager () Signature Company Company Address For Fast Registration: Call / / Fax completed registration form to : jackie@learn-perform.com marybj@learn-perform.com