PROGRAMME OVERVIEW
The success of any organisation depends on how its people communicate with customers. Often, the telephone is the customer’s first point of contact, which leaves an impression of the organisation’s image. Therefore, telephone technique constitutes an important aspect when communicating with customers. This workshop, known as the Communication Skills Course Singapore, aims to enable participants to confidently communicate with customers and ensure individual and organisational success.
TARGET AUDIENCE
Managers, Supervisors & Admin Staff
LEARNING OBJECTIVES & OUTCOMES
- State nature of communication and telephone techniques
- Align need for practising effective telephone techniques in the context of personal roles and responsibilities
- List touchpoints of success when handling telephone calls
- Explain main expectations of the caller
- Describe importance of listening
- Describe 6-step Telephone Technique
- Ask the right questions to uncover customer’s needs
- List phrases to avoid when handling telephone calls
- List phrases that will uphold the organisation’s image
- Explain ‘weight of perception’ that will act as barriers to communication
- Formulate action plan for applying effective telephone techniques
DURATION
1 day
CONTENT
I. Nature of Communication – The Foundation
- The 3 BIG foundations for effective communication
- Fundamental difference between face-to-face and telephone
- Aligning the need for practising effective telephone techniques in the context of specific roles and responsibilities
II. Touchpoints of Success
- Key touchpoints of success in handling telephone calls
- Projecting a professional image
- Main needs and expectations of customers
- The 3A Technique for empathetic listening
III. Telephone techniques in Action – Workplace Scenarios
- The 6-step Telephone Technique
- Importance of tone in connecting with the customer
- Asking the right questions to uncover customer’s needs
- Phrases to avoid during a telephone call
- Phrases that will uphold the organisation’s image
- Being mindful of ‘weight of perception’ that may act as barriers to communication
IV. Personal Action Plan
- Developing a Personal Action Plan for applying effective technique
The curriculum is empty
