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

* Fees are inclusive of 7% GST.

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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