Power Phone Image At Front Desk

INTRODUCTION

In the service industry, apart from face-to-face encounter, the next important first impression of your business is via an initial phone call that comes through the front desk. The first word projected by your front liner does dramatically impact a customer’s perception of your employee’s skills and overall performance.

BENEFITS

Upon completion of this program, participants will be able to:

• Enhance customer service skills through professional phone techniques and etiquettes
• Enriching effective and professional vocal for powerful on-the-line service
• Understand the basic telephone protocol for professionalism
• Gain confident to handle different type of callers
• Develop listening, questioning and feedback skills for effective telephone communication
• Develop strategy and harness competency in taking and managing messages

AUDIENCE

This program is suitable for all front desk personnel and administrative personnel.

METHODOLOGY

This is a highly interactive training programme and participants are learning through practical practices through video tape simulation and hands-on experiential learning activities.

Module

• FOUNDATION OF TELEPHONE ETIQUETTES
  • Telephone As Successful Business Tool
  • Importance Of Effective Telephone Communication
  • Business Telephone Protocol And Courtesies
  • Challenges Of Telephone Communication
• YOU AND PROFESSIONAL POWER PHONE IMAGE
  • Mastering Your Telephone Vocal For Power Brand
  • The Right Posture Of Taking Calls
  • Familiarizing Behavior Of Different Caller’s Communication Styles
  • Manage Phone EQ
  • Phone Rapport Magic Vs Rapport Spoiler
• PHONE HABITUTE
  • Skill Enhancement With RINGS Techniques
  • Make Your Customer Feel Welcome And Important
  • Active Listening With Professional Acknowledgement
  • Managing Efficiently Challenging Callers
  • Excellent Closing The Conversation
• MANAGING PHONE MESSAGE EFFECTIVELY
  • Right Tools At The Right Place At The Defining Moment
  • Right Name, Right Company, Right Salutation
  • Effective Message Taking Technique
  • Relevant Statement To Avoid
• END