1 Day Professional Telephone Skills – Every Call is Awesome

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Course Information Date: 2 September 2014 (Tue) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$400 (NETT) (S$160 after PIC grant)* ** Enjoy savings of 20% for group registrations of 2 pax or more. Email us for more details *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Professional Telephone Skills – Every Call is Awesome Key Benefits By the end of this 1-day workshop, participants would be able to: Understand the importance of delivering Great Customer Service Be aware of the organization's telephone service standards Acquire the relevant skills and etiquette to provide professional customer service over the telephone, in accordance with the organization's service standards Who Should Attend: Receptionists Call Centre Staff and Others who have to answer phone calls professionally. Workshop Outline Great Customer Service Delivery Defining Service Excellence – The Customers' Perspective? Importance & Benefits of Delivering Great Customer Service Drawing Great Lessons from watching Service Video/s Be a Customer Service Super Star – Role Modeling the Best Understanding Organization's Telephone Service Standards Learning & Following the Service Standards Behaviors & Indicators Correct Procedures to receive, transfer, put on hold & end call Correct Procedures to handle "No Wrong Doors" calls and Feedback (including complaints) Applying the Traffic Light Concept to Customer Service – Stop, Wait & Go! Overcoming the Common Mistakes in handling Telephone Calls Applying Great Telephone Etiquette & Manners Great Moments of Truths – Interactions with Our Customers Service with your Heart – Being Passionate about Service Customer-focused Communication & Listening Skills Using Service Language Using Right Tone, Pace & Pitch to converse Active Listening Presenting a Positive & Professional Image over the Phone Professional Telephone Etiquette & Manners Handling Stressful & Difficult Service Situations EQ and Customer Service – Being Calm & Showing Empathy to Customers Scenario Planning for Difficult Service Situations Saying NO tactfully Handling Requests to see Top Management Handling Complaints Role Plays on Managing Difficult Customers over the Phone My Personal & Team Action Plans Individual Action Plans – 3 Action Items to do within the next 21 days Team Action Plans – 3 Action Items to do within the next 21 days Training Methodology The Workshop is packed with highly interactive, fun and enriching activities. It comprises: Short Lectures, Discussions & Presentations Case Studies Q & A Sessions Story Telling & Sharing Sessions Role Plays, Games & Energizers Brief Profile of Ken Wong Ken Wong is the 4G Leadership Coach of ProActive Training & Education, a Regional Training & Management Consultancy, based in Singapore. He was the Only Certified Emergenetics® Associate cum Facilitator named as one of the 10 Influential Professional Speakers in Singapore right now by Singapore Business Review on 04 Apr 2013. He is highly sought after as he is multi-lingual & delivers events in English, Mandarin & Cantonese in China, Hong Kong, Malaysia, Thailand and Indonesia He blends International Profiling tools like AEM-Cube® (Change Leadership) and Emergenetics® (Thinking & Behavioural Preferences) into his Leadership and Service workshops and seminars with the Asian perspectives. Adopting his unique approach in training and speaking for MNCs, SMEs and Government agencies, Ken has impacted thousands of his learners – Middle Managers, Supervisors, Baby Boomers, GEN X & Y and even inmates – and greatly enhanced their personal effectiveness and team performance. Ken's vast experience and expertise is recognized and asserted as a Contributing Author to "88 Essential Secrets for Achieving Greater Success at Work" and being one of the 49 professional members in Asia Professional Speakers – Singapore (APSS). He has been in the media for over 25 times for the past 12 months. Ken is the Author of his upcoming book "The Enlightened ProActive Manager: Getting the Best out of Yourself and Your Team" and the Elected Secretary of APSS, 2012– 2013. He is a Key Member on the SCOOPTM Committee, Emergenetics® Asia Office, a member of Global Speakers Federation (GSF) and a former member of Storytelling Association (Singapore). Ken holds an MSc in Training and Performance Management from the University of Leicester, UK and a Bachelor of Business Administration (Passed with Merit) from the National University of Singapore (NUS). He is a Certified AEM-Cube® and Certified Emergenetics® Associate. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.

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