Professional Telephone Skills Training Course
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day PD Training Professional Telephone Skills Course in Singapore. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
You will learn skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
This Professional Telephone Skills training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.
Contact us today for a group quote.
| Course name | Length | Outline | Next class |
|---|---|---|---|
| Business Etiquette Training | 1.0 day course | View schedule | |
| Meeting Management | 1.0 day course | View schedule | |
| Personal Productivity Training | 1.0 day course | View schedule | |
| Professional Telephone Skills | 1.0 day course | View schedule | |
| Time Management Training | 1.0 day course | View schedule | |
| Foundation Skills for Elite Personal and Executive Assistants | 1.0 day course | View schedule | |
| Foundation Skills for New HR Officers | 1.0 day course | View schedule | |
| Minute-Taking Training | 1.0 day course | View schedule | |
| Computer Basics Foundation Training | 1.0 day course | View schedule | |
| Advanced Skills for Elite Personal and Executive Assistants | 1.0 day course | View schedule |
After completing this course participants will have learned to:
"Jack is a very accommodating trainer whom takes in last minute requests and feedback on the course modules. He is also able to give examples and share experiences with participants for relating to their work."
Pan Pacific Marketing Services Pte Ltd
"The most useful part of the course is, presenting a professional image, both in person and on the phone, is very important in the office skills profession. Taking care of our guests over the phone and making them feel well informed and appreciated is essential."
Pan Pacific Marketing Services Pte Ltd
"I recommend the course to my other colleagues. Learnt lot of techniques how to handle the difficult & angry customers."
SJI International
"Shana was really engaging and her teaching methods combined with her personal encounters gave us a lot of insight and perspectives on how a call centre should work for newbies like us."
Gardens by the Bay
"Good that there is tea & meals as well as refreshments provided easily. Wifi is provided. Course content serves as a good reminder on our soft skills and everyday mannerism."
CKR CONTRACT SERVICES PTE LTD
"Course was nicely done up."
Individual Course Participant
The telephone is considered as the most convenient and quickest instrument to establish contact with their clients by the majority of companies in Singapore. In fact, call centers are the leading operational departments of many organizations. So, it is fundamental that employees assigned to take or make phone calls from clients should possess superior telephone etiquette. These employees must display good communication skills, willingness, courtesy and the ability to efficiently assist clients.
This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls professionally. This will ensure that the positive image of your organization is reinforced and strengthened with every conversation.
In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of customers, making it a critical customer 'touch point'.
Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.
This Professional Telephone Skills Training Program aims at helping employees create a lasting impression in their customers' minds - one that shows the Singaporean organization reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.
See the Live Online tab for the course outline for the live online course
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Topic 1
Providing Effective Client Service
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Topic 2
Your Personality/Your Telephone Voice
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Topic 3
Gaining Your Client’s Trust
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Topic 4
Handling Barriers Over The Phone
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Topic 5
Effective Questioning
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Topic 6
Irate Clients
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Topic 7
Prepare Yourself
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Topic 8
Reception Tips
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Topic 9
Professional Voicemail Messages
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Topic 10
Reflections
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When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people connecting online, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
Download Live Online Course Outline (PDF)
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Topic 1
Your Personality/Your Telephone Voice
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Topic 2
Gaining Your Client’s Trust
|
|
Topic 3
Handling Barriers Over The Phone
|
Topic 4
Effective Questioning
|
|
Topic 5
Irate Clients
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To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience and 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
At your workplace
In our Training Rooms
In our Online Training Room
