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Telephone Techniques and Handling Difficult Callers

USD 1030
IN HOUSE ENQUIRY

Description

  • Do you want 'customer complaints' to drop?
  • Do you want your company to be seen as providing 'excellent customer service'?
  • Do you want to minimize the stress from difficult customers?
  • Wondering how to handle difficult customers and other tough situations?

You've come to the right course then.

Dealing with customers and handling their complaints on the telephone is stressful and risky business!

When complaining customers turn confrontational, over demanding, or unreasonable, it becomes formidable than ever to deliver helpful, courteous service.

In this course, we will share with you how to met the 'challenges' with a take-charge attitude and a positive outlook to help your customers immediately feel good about doing business with your organization.

We know that you must have some skills to handle your job but sometimes, even the most helpful and caring people do need to sharpen their skills, enhance their experience, or change attitude to handle a really tough customers.
 
With the sharing to tools, tips and techniques in this proven effective workshop, learn to to provide the kind of superior, commendable and superior service that results in satisfied, loyal customers. You want to retain  loyal customers who support your business, purchase your products and services, and recommend your organization to others!

By the end of the course, participants will be able to:

  • Direct customer encounters more positive, productive, and profitable
  • Discover innovative ways to cope with client demands and complaints
  • Utilize strategies that can help develop a rapport with all types of "prickly personalities."
  • Resolve complaints quickly — and to everyone's satisfaction
  • Repair soured relationships with customers who otherwise would have been lost forever

Here are just some personal and professional rewards you could earn from just being able to have such of exceptional customer service on the telephone.

Don't just listen to complaints, but learn from them … and prevent future problems while solving current ones!

  • Customer Service Executives
  • Customer Service Team Leaders
  • Internal customer service trainers
  • Front desk and Front office assistants and supervisors
  • Receptionists and Secretaries

Day 1

Module 1: Telephone Etiquette Essentials

Module 2: Active Listening vs Not Listening

Module 3: Articulate Speaking on The Phone

Module 4: Understanding Customer Expectations from their Perspectives

Module 5: Powerful Probing Skills – Asking the right questions that customers feel that you care!

Day 2

Module 6: Dealing with difficult and angry callers

Module 7: Developing Two-Way Win-Win Communication

Module 8: Writing apologetic email with the correct structure and tone.

Interactive input, case study presentation, group discussion and role play.

“I now feel confident in my ability to overcome obstacles in managing difficult customers in my profession. The trainer was really fun and resourceful.” – Executive Secretary, Chemical Company of Malaysia Berhad.
 “This course taught me how to be better at my job as a customer service assistant. It improved my skills and knowledge in the related fields. The trainer did a good job. Very nice!” – Front Desk, Global Facilities Management Sdn. Bhd.
 “Before I attended this training I really felt like I needed to increase my skills. I felt great after I completed this course. It taught me how to improve my skills in customer service and how to approach particularly difficult people. The trainer was great. I really wish to be as firm and good as her.” – Customer Liason Officer, Energy Management Services Sdn. Bhd.
 “This course taught me the art of “Reframing”, rapport, strategy, and the characteristics of people. I learned a lot. I can’t wait to practice all the things that I have gained from the course.” – Receptionist, JX Nippon Oil & Gas Exploration (M) Ltd.
Normal Fee Early Bird Group Fee
Sign up 1 pax Sign up 1 pax Sign up 3 pax or more
Pay 1 day(s) before course starts Pay 14 day(s) before course starts Pay 14 day(s) before course starts
MYR 3490 per pax MYR 2890 per pax MYR 2790 per pax
USD 1030 per pax USD 850 per pax USD 820 per pax

(Fee inclusive of Training Materials & Certificate of Achievement)

Upon successful completion of this program, you will receive a Certificate of Achievement.

1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.

2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.

*Note that we DO NOT take any payments during the event.

3. BANK IN CASH:You can also pay by cash through bank-in our company bank account.

4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international

We'd happy to help.
Feel free to talk to us today, however most suitable for you.
Mobile call/ whatsapp: +6012 6869 628 | +6018 2175 123
Office: +603 8074 9056
Email: info@itrainingexpert.com
Website: www.itrainingexpert.com

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