Telephone Skills with the Customer in Mind
Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behaviour and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This workshop equips participants with the basic skills necessary to project a professional image of themselves and the organisation over the telephone.

Key Benefits
• Appreciate how telephone etiquette contributes to a positive image for the company
• Analyse the job needs to be fulfilled at each stage of a telephone conversation
• Analyse the strengths and weaknesses of your voice
• Appreciate how focusing on Outcome-First can change attitudes and improve telephone skills
• Negotiate objections and resistance with callers
• Leaving a positive impression at the end of a conversation
• Use the OLPAC model to assess their strengths and weaknesses in telephone skills

Course Content
• Elements of Telephone Etiquette
• The OLPAC Model for Managing Phone Calls
• The Strengths and Weaknesses of Your Voice
• An Outcome-First Attitude
• Opening the Teleconversation Effectively
• Active Listening & Pinpointing
• Techniques for Negotiating Objections and Resistance
• Closing the Teleconversation Effectively
• Case Studies

Learning Methodology
Interactive methodology such as role-plays and case studies will be used to provide participants with many opportunities for skills practice. Using the OLPAC Assessment Instrument and live recordings, participants will not only be able to analyse their personal strengths and weaknesses in critical aspects of telephone skills, they can also pinpoint concrete areas for improvement.

Who Should Attend
Receptionists or service support personnel who handle customers over the telephone and anyone who needs to foster good telephone etiquette to project a professional image over the telephone.

Course Details
Duration: 2 days (14 hrs)
Time: 9am - 5pm
Course Fee: $406.60 (Incl. 7% GST)
SDF Support: $28.00 (with Approved-In-Principle (AIP) Status)*
* Trainees must be company-sponsored direct employees who are either Singaporeans or Singapore Permanent Residents. Companies must be registered in Singapore.