PELATIHAN DEVELOPING EFFECTIVE TELEPHONE SKILLS

TRAINING DEVELOPING EFFECTIVE TELEPHONE SKILLS

DESKRIPSI PELATIHAN DEVELOPING EFFECTIVE TELEPHONE SKILLS

The telephone is the most familiar piece of technology in the workplace and it’s use is often taken for granted. It is the way we speak to most of our customers, the way relationships are forged or broken, and the way information is clearly or poorly relayed. The ability to communicate in a prompt, friendly, and professional manner is essential to creating the right impression and getting your message across. This course will enable participants to develop, or refresh the techniques, and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport, and dealing with difficult callers. Role-play will be used with real life examples to ensure the course is relevant and applicable.

PROGRAM OBJECTIVES TRAINING DEVELOPING EFFECTIVE TELEPHONE SKILLS

* Create the right impression of yourself and your company, and present an image of total customer care.
* Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
* Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
* Manage difficult and aggressive customers and resolve problems successfully.
* Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.
* Close calls by summarising outcomes and agreed actions with the caller and by recording details.

PROGRAM CONTENT PELATIHAN DEVELOPING EFFECTIVE TELEPHONE SKILLS

1. CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE
* UNDERSTANDING HOW CUSTOMERS FORM THEIR IMPRESSION
* FIRST AND LASTING IMPRESSIONS – GETTING IT RIGHT
* HANDLING THE KEY STAGES OF THE CALL – ACHIEVING SEAMLESS SERVICE
* SOUNDING PROFESSIONAL AND CONFIDENT
* WHAT NOT TO SAY – AVOIDING THE IMAGE-WRECKERS

2. IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS
* DEVELOPING YOUR TELEPHONE VOICE
* TECHNIQUES TO AID CLEAR SPEAKING – ARTICULATION, ASSIMILATION,RATE, PACE, INFLECTION
* SUPPORTIVE TECHNIQUES TO ENHANCE LISTENING SKILLS – SHOWING EMPATHY AND CLARIFYING UNDERSTANDING
* EXAMINING TECHNIQUES – BEING COURTEOUS, CLEAR, COLOURFUL, CONCISE, CONSISTENT, CORRECT AND COMMUNICATIVE

3. CONTROLLING THE TELEPHONE PROCESS CONFIDENTLY
* MAKING AND TAKING CALLS – THE DO’S AND DON’TS
* BEING PREPARED AND BEGINNING THE CALL
* HOW TO SOUND CONFIDENT AND HELPFUL – BUILDING RAPPORT
* DEALING WITH ENQUIRIES – GETTING THE FACTS AND CONTROLLING THE CALL
* ENDING THE CALL

4. HANDLING PROBLEMS, UPSET CALLERS AND DIFFICULT CUSTOMERS
* DEVELOPING FLEXIBILITY – HANDLING EVERY CALL EFFECTIVELY
* HANDLING COMPLAINTS AND DEMANDING CUSTOMERS – MAINTAINING A POSITIVE APPROACH
* RESOLVING PROBLEMS – IDENTIFYING A PROCESS

5. PERSONAL DEVELOPMENT – PUTTING IT ALL TOGETHER
* INTEGRATING ATTITUDES AND BEHAVIOURS FOR EFFECTIVE TECHNIQUES
* REFINING YOUR TELEPHONE MANNER – DEVELOPING A WELCOMING STYLE
* FORMULATING A PERSONAL ACTION PLAN

Who Should Attend?

Frontline staff, Receptionists, Telephonist, Customer Service and staff who need to excel their telephone service skills

INSTRUKTUR

Instruktur yang mengajar pelatihan Developing Effective Telephone Skills ini adalah instruktur yang berkompeten di bidang Developing Effective Telephone Skills baik dari kalangan akademisi maupun praktisi.

Jadwal Pelatihan Transform-mpi.com 2025 :

Batch 1 : 30 – 31 Januari 2025
Batch 2 : 13 – 14 Februari 2025
Batch 3 : 11 – 12 Maret 2025
Batch 4 : 16 – 17 April 2025
Batch 5 : 15 – 16 Mei 2025
Batch 6 : 25 – 26 Juni 2025
Batch 7 : 16 – 17 Juli 2025
Batch 8 : 6 – 7 Agustus 2025
Batch 9 : 3 – 4 September 2025
Batch 10 : 8 – 9 Oktober 2025 || 29 – 30 Oktober 2025
Batch 11 : 13 – 14 November 2025 || 25 – 27 November 2025
Batch 12 : 15 – 16 Desember 2025

Catatan : Jadwal dapat menyesuaikan dengan kebutuhan anda.

Biaya dan Lokasi Pelatihan :

Jakarta :
Bandung
Yogyakarta
Surabaya
Malang
Bali
Lombok

Catatan : Biaya diatas belum termasuk akomodasi/penginapan. Apabila ada pertayaan mengenai materi, biaya, lokasi, jadwal dan penawaran lainnya, hubungi kami di nomor CS kami.