Excellent Telephone Techniques and Ethics For Call Centre Agent

Training Description :

The telesales people and customer service people are critical for companies since they are company the first contact to the customer. The Excellent Telephone Techniques and Business Ethics training program provide a comprehensive training program to the participants to increase telephone service performance and customer satisfaction.

Training Objective :

By the end of this course, delegates will :

• Understand the most common barrier to provide customer service by telephone and how to overcome it
• Understand “self-talk”
• Be aware of body language and impact
• Have learned the difference between listening and hearing
• Identify strength and weaknesses of their telephone styles
• Identify methods for diffusing customer anger
• Develop strategies to handle difficult customer

Training Method :

Skills are extensively practised during the workshop so that the delegates are ready to implement new customer-directed behaviour on their return to work.

Outline :

• Concepts of high quality telephone techniques
• Effective telephone techniques
• Telephone Ethics
• Listening skill
• Handling difficult customer and situation
• Rules of influencing people

Who should attend ?

Anyone, whose role requires servicing to others, for example: Customer Service, Account Manager, or anyone seeking to acquire the skills involved in these roles.

Course Leader :

Gatut Gantoro

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