Telephone Techniques and Handling Difficult Callers

• Do you want 'customer complaints' to drop?
• Do you want your company to be seen as providing 'excellent customer service'?
• Do you want to minimize the stress from difficult customers?
• Wondering how to handle difficult customers and other tough situations?

You've come to the right course then.

Dealing with customers and handling their complaints on the telephone is stressful and risky business!

When complaining customers turn confrontational, over demanding, or unreasonable, it becomes formidable than ever to deliver helpful, courteous service.

In this course, we will share with you how to met the 'challenges' with a take-charge attitude and a positive outlook to help your customers immediately feel good about doing business with your organization.

We know that you must have some skills to handle your job but sometimes, even the most helpful and caring people do need to sharpen their skills, enhance their experience, or change attitude to handle a really tough customers..

 With the sharing to tools, tips and techniques in this proven effective workshop, learn to to provide the kind of superior, commendable and superior service that results in satisfied, loyal customers. You want to retain  loyal customers who support your business, purchase your products and services, and recommend your organization to others!

By the end of the course, participants will be able to:

• direct customer encounters more positive, productive, and profitable
• Discover innovative ways to cope with client demands and complaints
• Utilize strategies that can help develop a rapport with all types of "prickly personalities."
• Resolve complaints quickly — and to everyone's satisfaction
• Repair soured relationships with customers who otherwise would have been lost forever

Here are just some personal and professional rewards you could earn from just being able to have such of exceptional customer service on the telephone.

Don't just listen to complaints, but learn from them … and prevent future problems while solving current ones!

• Customer Service Executives
• Customer Service Team Leaders
• Internal customer service trainers
• Front desk and Front office assistants and supervisors
• Receptionists and Secretaries

Day 1

Module 1: Telephone Etiquette Essentials

Module 2: Active Listening vs Not Listening

Module 3: Articulate Speaking on The Phone

Module 4: Understanding Customer Expectations from their Perspectives

Module 5: Powerful Probing Skills – Asking the right questions that customers feel that you care!

Day 2
Module 6: Dealing with difficult and angry callers

Module 7: Developing Two-Way Win-Win Communication

Module 8: Writing apologetic email with the correct structure and tone.

Interactive input, case study presentation, group discussion and role play.

MS CAROL
B (Sc) Business Administration (Denmark)
Certified Professional Trainer, PSMB
NLP Practitioner & Coach (ABNLP-US)

Carol brings to you 23 years of international work experience. Carol devotes herself to train, coach and consult professionally. Her personal mission is to “Inspire and Lead’. She’s also aligned with her motto “Only through Personal Leadership & Accountability, can there be Change in the World”. Her passionis reflected in her quest to continuously improve people’s lives and empower them to reach their potential.  

Carol radiates positivity and is go-getter. Her training methods are based on experiential learning.

In her 23 years of corporate work experience, she has served in a diverse range of industries and worked as top management in Japanese work culture, with Multinational Style management in a local environment.

Through her experience of working in different culture and social structure, has nurtured the ability to produce a cultured, balanced and a driven work environment that promotes positivity, energy, effectiveness. She is the vision of an exemplary leader who is highly competent in striking the balance between the need of the organization, the visions of its top leaders and the competitive and challenging environment faced by many middle managers today.   

She has trained and coached hundreds of top and middle level management in her previous line of work. Her areas of expertise is Customer Relationship Management, Customer Service Management, Business Planning, Retail Development, Project Management, Leadership, Process Improvement and Business Management, Performance Management, Corporate & Business Communication.

In the 10 years of service for one of Malaysia’s top automotive brand as a General Manager, she spearheaded and developed strong teams in various core business units in the company.

Her highest achievements include market expansion in the region which contributed to a sales growth of close to 100% within 2 years, immense improvement in market service quality through establishments of many new initiatives in the organization such as Customer Relationship Management System, Customer Communications Media, Compliance Measurement Systems, Performance Rewards Systems, state of the art e-Learning and Training Systems. With her talents in leadership combined with tenacity, she spearheaded and developed 3 dynamic divisions in the company, namely, Customer Relationship Division, Dealership and Network Development Divisions and the company’s first Regional Office. These 3 divisions were the pinnacle to the success of the organization meetings its goals at that point in time.

Carol is known for her hands-on and best practice approach in training.  She has a keen eye for spotting talents and potentials. Her unique ability of studying people and matching their technical and soft skills to their with real life requirements is superb.

She believes in helping participants first raise their self-awareness and then leading them to their desired state of performance and competence. She is also a patient coach, aptly guide participants to discover their resources and full potential as value asset to their organization and as individuals.  Her pragmatic approach and passion in cultivating future and potential leaders, has inspired many who have been coached, trained and worked for her to succeed in their chosen field of work.

Carol is also a registered trainer with PSMB /HRDC and is a certified NLP Practitioner.

To book Carol for your next training or consultancy, please email to info@itrainingexpert.comor call +603 8074 9056. 

OR

Mr S. Moghal has over 17 years of experience in Sales, Customer Service and Telemarketing for various products and services. He majored in Communication at Knox College, Galesburg, Illinois, USA. The experiences that he has injected into sales and service training and consultancy date back to 1990 when he began his career as a sales agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within customer service teams in a multitude of industries including Banking, Insurance, Manufacturing, BPO companies, Software Developers and more. This experience as a customer service trainer has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area.

His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh is the man behind ThePLEASE!™ Workshops which train front liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate.

The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone. 

Moghal' s training experiences  include:

HSBC Bank Malaysia Berhad – CRM training for the Business Banking Team – Telephone Communication

HSBC Bank Malaysia Berhad– Branch training of financial products TELESALES, HP, Credit card

Maybank Group Contact Centre –Outbound Telemarketing Skills (Insurance products)

Hong Leong Group Call Centre – HP, Credit card, Assurance and Customer Service

The Bank of Nova Scotia Berhad  Call Centre - Branch training of financial products sales

Malaysia National Insurance– Telesales training for a Child Education plan

Eon Bank Berhad Call Centre – Tele-Debt collection skills for credit card, housing loan, hire purchase

AmAssurance –Setting up a new Telemarketing Unit

RHB Bank Call Centre–Outbound Telemarketing Training Mortgage

OCBC Bank (Malaysia) Berhad –Outbound Telemarketing Skills for transactional banking

Jabatan Kesihatan Wilayah -  Counter Customer Service Skills – by resource trainer

Bank Rakyat Call Centre – Telesales and Service training

Honda Malaysia Sdn.Bhd. – Call Centre Customer Service

Etiqa Insurance Berhad –Brand Delivery training campaign

Legend Hotel – Time Share appointment and Customer Service training

Palace of the Golden Horses- Time Share appointment setting and Customer Service

SP Setia –Outbound telemarketing skills

Bonuslink Call Centre – Outbound Telemarketing Skills & Inbound Customer Service

Boustead Development– Property Sales and Appointment Setting training

Bumiputra Commerce Bank BerhadCall Centre –Phone Banking sales

New Straits Times– Classified Ads-Call Centre & Face to face service

Utusan Melayu– Classified Advertising-Outbound Telemarketing and recruitment

Malaysian Oxygen Berhad  Call Centre – Industrial Products sales and Service

British American Tobacco – Effective Communication and Selling Skills (Kent)

Telekom Publications Sdn. Bhd. Call Centre – Appointment setting Skills for Yellow Pages

Malaysia Airlines Golden Boutiques– Buy n Fly card telesales training

MNI Oneline Call Centre – Telesales and Teleservice training

Zuellig Pharma Call Centre -  Customer Service Training

IBI Holdings Berhad Call Centre–Telesales of remanufactured toner cartridges

ITI Otago Polytechnic New Zealand– New student registration sales training

Knowledge Group of Companies Call Centre– Telesales training and motivation

Elken Sdn Bhd – Counter Service / Effective Communication and Customer Service

Alterni (M) Sdn. Bhd. Call Centre – Herbal products sales

Vsource (M) Sdn.Bhd. – Outbound Telemarketing Training for this Outsourced Call Centre

EDS MSC Malaysia Sdn. Bhd. – Call Centre Tele-Service and Handling Complaints

CSC Malaysia Berhad –Ensuring contact centre success.

Ricoh Malaysia Sdn Bhd. – Telesales Skills

Pharma Field Synergy –Telesales script development

City Link Express –Call Centre Customer Service Skills

Pos Laju –Debt Collection by Phone

Iskandar Development Johor –Customer Service Excellence

GFK Retail and Technology Malaysia Sdn Bhd– IT Helpdesk (Contact Centre Customer Interaction training)

DKSH Malaysia Sdn Bhd – Call centre agent on the job assessment and coaching

  Gibraltar BSN Life Berhad, Formerly UniAsia Life Berhad – Call centre telesales skills & team leader training

(Fee inclusive of GST, Buffet Lunch, Refreshment, Welcome Pack, Training Materials Certificate of Achievement)

Payment mode:

1. ONLINE PAYMENT  by Credit card:  You can opt to register and pay online with our latest payment integration system through our website.

2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH: You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.