Telephone Etiquette & Techniques on Handling Difficult Callers

“You never get a second chance to make a great first impression.” You are the first person that your clients meet and you have an important role to play at work. It is important to always welcome your clients with a smile and a pleasant voice.

Thus, it is very important to maintain a sense of professionalism under all circumstances. In this course, we will share on ways to be professional when attending to incoming calls and walk-in clients at the same time.

After the workshop, you will be able to:

• Deal with different challenges at the reception counter
• Be more professional on the phone with external and internal clients
• Deal with different challenges of telephone communication
• Learn different communication styles
• Build up a good foundation in telephone etiquette
• Build good rapport and relationships with your clients
  
  

Outline

• Importance of professional telephone etiquette
  – Understand the importance of professional telephone etiquette at workplace
  – G.A.O
  
  
• Building the foundation 
  – “Back to the basics” (voice, tone, posture, etc)
  – Challenge of telephone communication
  
  
• Building good relationships over the phone 
  – “R&R”: build rapport and relationship with your clients 
  – The “Do’s” and “Don’ts” of telephone etiquette
  –  3″Vs”: Visual, Vocal, Verbal
  – Different communication styles
  
  
• Dealing with challenges 
  – “Customers are always right!” – What are they looking for?
  – Attend to unhappy clients and complains 
  – Empathy is the key
  
  
• Getting ready 
  – “All ready for the day!”
  – Our workplace

Type	Early bird	Normal	Members (Join/renew here)
Fee (S$) excl. of GST	360.00	390.00	330.00
Fee (S$)*	392.40	425.10	359.70
50% UTAP disbursement amount (if eligible)
Payout (S$)	180.00	195.00	165.00
Actual Fee (S$)*	212.40	230.10	194.70
9% GST is based on full course fee

Grants (if applicable)

• Organisation: Please let us know upon registration, if you wish to apply for the SDF grant.
• Individuals: Please refer to the following guides on how to claim your SkillsFuture Credit.
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• Union Training Assistance Programme (UTAP):

  NTUC members enjoy 50% unfunded* course fee support for up to $250 each year when you sign up for courses supported under UTAP. NTUC members aged 40 and above can enjoy higher funding support up to $500 per individual each year, capped at 50% of unfunded course fees, for courses attended between 1 July 2020 to 31 December 2025. For more information on how to submit UTAP claims, click here.

  *Unfunded course fee refers to the balance course fee payable after applicable government subsidies. This excludes material fees, registration fees, misc. fees etc.

Ms Josey Koh is an ACTA certified, bilingual Trainer, an Enneagram Practitioner, and a Life Coach who has delivered more than 1,000 hours of workshops, trainings and talks to adults from all walks of life. She has conducted trainings via online and face-to-face and has received many positive feedback.

Her passion is to support more people who want to have clarity in their life. Her participants have enjoyed all her trainings as they are fun, interactive, lively and engaging in nature. This keeps her going and driven to reach out to more learners. 

Her expertise on soft skills training includes communication skills, presentation skills, customer service, facilitation skills, interview skills, resume writing, effective time management, public speaking, etc. From her corporate days, she had gained vast years of experience in customer service, front desk, administrative support, etc.  Josey has always shared with her learners on her days as an administrator on how she coped and managed when her plate was full while supporting the managers, engineers and directors.  

Some of her clients include the National Healthcare Group (NHGP), Nagase Singapore (Pte) Ltd, IBM Singapore Pte Ltd, Central Provident Fund Board, ISO-Team Corporation Pte Ltd, Ministry of Education, Singapore Land Authority and more.

The testimonials Josey has received have always been very positive. She has made her workshops so lively that the participants have enjoyed her facilitation very much, as she always shares many true life story with the participants.