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.

Your Learning Outcomes
Professional Telephone Skills Training Course

After completing this course participants will have learned to:

  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client's trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to manage irate customers professionally
  • Learn tips for handling a busy reception
  • Phrase more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication
Duration: 1.0 day course



Reviews

Professional Telephone Skills Training Course Reviews:

"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

 

Singapore Power logo
Trainer was very engaging.
Singapore Power Services Ltd
Budenheim logo
Trainer is very engaging and able to create an proactive learning environment.
Budenheim Singapore Pte Ltd
Hitachi logo
Thank you very much. I enjoyed a course, and it was quite helpful.
Hitachi Singapore
Visa logo
Jack was a fanstastic facilitator and was able to engage the participants throughout the two days.
Visa Inc
Singapore Centre for Chinese Language logo
I am happy I joined this course as Trainer Shana is very knowledgeable as she can analyse different situations that might happened for us. Thanks for her hard work.
Singapore Centre for Chinese Language
Pacific-Tec logo
Interesting trainer with in-depth knowledge. Case study and sharing sessions were good.
Pacific-Tec Scientific Pte Ltd
NTUC Health logo
Trainer, Jack, was very professional and delivered the course content in an excellent manner.
NTUC HEALTH CO-OPERATIVE LIMITED
Phillip Securities logo
Jack definitely has the right indepth knowlerdge. This was apparent, when away from the agenda/content he digressed intelligently to share more insights in a higly practical way. Competence and confidence are displayed.
Phillip Securities

More happy clients



Course Outline
Professional Telephone Skills Training Course

Download Professional Telephone Skills Course Outline

Foreword:

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.

Professional Telephone Skills Training Course - Lesson 1
Providing Effective Client Service
  • Welcome
  • The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • The Seven Deadly Sins of Service
  • Reflection
Professional Telephone Skills Training Course - Lesson 2
Your Personality/Your Telephone Voice
  • LDP Review – Communication Evolution Tool
  • The Communication Model
  • The ABCDE (Five Qualities) of a Good Telephone Voice
  • Your Welcome – Should HAIL
  • Voice Modulation – The 6 P’s to Para verbal Communication
  • Reflection
Professional Telephone Skills Training Course - Lesson 3
Gaining Your Client’s Trust
  • You never get a second chance to make a good first impression
  • Create a Positive First Impression:
  • 4 Key Parts to your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly - Saying Too Much
  • Ending a Call Politely and Professionally
  • Put it into Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 4
Handling Barriers Over The Phone
  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection
Professional Telephone Skills Training Course - Lesson 5
Effective Questioning
  • WIIFM
  • Good Questioning Techniques
  • Ask yourself the following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection
Professional Telephone Skills Training Course - Lesson 6
Irate Clients
  • How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Do Not Allow Negative Emotions to Affect You
  • High Emotion – Low Intelligence
  • Use the HEAT to Defuse an Irate Client
  • Reflection
Professional Telephone Skills Training Course - Lesson 7
Prepare Yourself
  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection
Professional Telephone Skills Training Course - Lesson 8
Reception Tips
  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection
Professional Telephone Skills Training Course - Lesson 9
Professional Voicemail Messages
  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 10
Reflections
  • Create an Action Plan
  • Accountability = Action

In-House Training We’ll focus on what matters most to you and tailor to your context


Live Online or Hybrid Class Tailored to Your Needs

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.

live online & hybrid

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 dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

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)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

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.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


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.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

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.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Not exactly what you needed? Try other courses in the Administration Courses Category


Professional Telephone Skills
4.65 out of 5 from 31 responses
 
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