Service Skills

Max. 25 per class

1 Module

2 days

The following program can be customised based on your needs.

> About The Program

It is common for businesses to have many inbound and outbound phone calls within a day. For some, the telephone might be the only point of contact with customers. As such, employees should practise proper telephone etiquette. This includes answering calls quickly, giving prompt answers to customer enquiries and speaking politely.

Telephone etiquette is a basic element of customer service. It denotes the level of respect and care of a company towards its customer base. Learning and mastering good telephone service skills goes a long way in enhancing customer experience and naturally, customer and revenue retention.

> Learning Objectives

Participants will learn how to be patient, courteous and helpful to every customer. The knowledge and strategies in this program will help enhance participants’ communication skills over the phone.

> Topics Covered

The Importance of Listening

What's Your Listening Style?

Empathising with Customers

Dealing with Difficult Customers

Open & Close-Ended Questions

Conveying Helpfulness & Professionalism

Overcoming Language Barriers

Providing a Warm & Sincere Service

Keeping Your Cool

Leaving & Taking Messages

What to Do When You Can't Answer a Query

Not Sure Where to Start?

Use our DECISION TREE to find out exactly what’s best for yourself or organisation. Alternatively, you may opt to talk to our consultants for a personalised program.