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Does the Professional Phone Etiquette Trainingcourse include practical content?

Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.

Is the Professional Phone Etiquette Training course available online?

Online and partially web-based courses are both available upon request.

Corporate Training Home > Skill-Based Training > Business Etiquette/Hospitality Training > Phone Etiquette Training > Professional Phone Etiquette Training [Raising customer satisfaction]

Professional Phone Etiquette Training [Raising customer satisfaction]

Review the basics of professional phone etiquette that would increase customer satisfaction.

The objective of this training is to improve customer satisfaction by raising the level of quality of telephone answering that occurs on a daily basis. Since the telephone is a direct interaction with the other party, improving telephone skills is expected to have a positive impact on improving a company's image and building a relationship of trust with customers.

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3 Keys Features of Reskill Training

Full Preparatory Support

You will receive support not only during the training, but also prior to it. A complete set of training material and equipment will be delivered to you by mail beforehand. This will allow you to receive high-quality training with minimum preparation time.

Flat Rate Pricing

With the concept of "More Training", we make the courses available at a clear fixed price, even for a customized single-company training program that provides an excellent training environment.

Online Training Options

We offer various training formats with no additional charge, whether it be in-person, online, or a hybrid of both(partially web-based). Please feel free to contact us regarding your needs.

Training Code: 100048 Information updated: 2024/03/28

Training Participants Who Benefits the Most Training Outcomes 3 Features Training Curriculum Training Duration Training Cost Requirements

Professional Phone Etiquette Training Goals

One of the most essential skills for a customer-facing professional is having excellent telephone etiquette.
This training is designed to improve customer satisfaction, by brushing up on the basics of telephone etiquette and problem-solving skills to make a positive impression on the customer.

Who Benefits the Most

Young employees Experienced employees

The following is a general list of target participants for the training and can be adjusted upon review. Please contact us regarding your needs.

All employees

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Result of Professional Phone Etiquette Training

Improve business phone etiquette by reviewing your basic telephone skills
Develop the ability to resolve problems that are likely to occur over the phone
Enhance customer satisfaction by improving the quality of your customer service skills.

Training Objectives

1. Relearn basic telephone etiquette skills and reassess current procedures.

Relearn basic telephone skills and reassess the current procedures at your workplace in order to improve customer satisfaction.

2. Learn how to troubleshoot various problems that are likely to occur

Be able to respond appropriately and smoothly to various problems that may arise and prevent the risk of damaging the company's reputation.

3. Learn ways of thinking with regard to customer satisfaction

The foundation of successful customer service is to understand customer expectations. Participants will learn how to understand the customers' point of view which will help them develop the ability to provide high quality customer service with the spirit of hospitality in mind.

Estimated Training Duration

6 hours (subject to change)

Professional Phone Etiquette Training Curriculum

Other training content can be incorporated into the curriculum upon request at no additional charge.

1. Basic understanding of professional phone etiquette	[Goal] Understand what is expected in a business phone call, and reflect on your current skills
1. Basic understanding of professional phone etiquette	Opening workshop: What is Customer Satisfaction (CS)? Correct mindset and attitude for telephone operators Acknowledge that you are representing the company Think and respond from the customer's point of view Acknowledge that the customer is always watching Establish a long-term relationship with the customer Make efforts to deepen your knowledge of the business
2. Basic professional phone etiquette	[Goal] Understanding basic professional phone etiquette
2. Basic professional phone etiquette	Basic phone manners Telephone phrases [Basic phrases/Common phone phrases] Importance of the tone of voice and the choice of words [Use the correct tone and language/phrases you should learn]
3. How to answer and make phone calls	[Goal] Learn the basics of how to answer and make phone calls
3. How to answer and make phone calls	How to answer phone calls Key points when answering phone calls [Ask questions/follow the 5W3H to get to the point accurately and quickly/use positive tone and language to leave a good impression/recapitulate] How to make a phone call [Choose the right time to call/communicate clearly] 3-point speech Workshop: Communicate using the PREP method Workshop: Introduce your company's products and services using the three-point speech method Commonly-used expressions per situation
4. How to make a positive impression over the phone	[Goal] Learn professional phone etiquette that leaves a good impression
4. How to make a positive impression over the phone	Workshop: The tone and language that makes a good impression How to leave a good impression and make your caller feel great [Tips to making a positive first impression] Use the right tone [Make an effort] Match your callers pace Respond with affirmations Workshop: Practice pacing and how to respond with affirmations Workshop: Improve your professional phone skills
5. Customer Complaint Handling	[Goal] Learn professional phone etiquette that leaves a good impression
5. Customer Complaint Handling	[Workshop] Previous Complaints Received Causes of complaints: [Customer dissatisfaction or disappointment with products or services that turns into anger = complaint] Common mistakes in complaint handling: [listening without attention or empathize to the customers and mechanically processing the complaint / Neglecting or delaying the response / Yielding to the customer's demands / Underestimating the complaint] Step 1: Make an apologies/ Step 2: Listen attentively Step 3: Empathize to the customer's feelings / Step 4: Check the facts Step 5: Propose solutions or alternatives / Step 6: Apologize and express gratitude [Workshop] Handling complaints over the phone.
6. Role-playing	[Goal] Learn practical phone skills through role-playing
6. Role-playing	Casework: When you are unable to connect to the right person when there’s an urgent matter at hand Casework: Give a customer directions to the office Casework: Request a quotation Workshop: Summarize feedback Workshop: Action plan

Training Cost

We provide tailored training programs for an entire company at a fixed rate. We will send you a quotation based on estimated training duration and number of participants.

The number of participants, training content and training formats can all be adjusted afterwards with no additional charge.
Last minute changes can be made with no additional charge.

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Professional Phone Etiquette Training Participant Requirements

No particular requirements

Area

We offer training either online or in-person training within Singapore.

Frequently Asked Questions

I would like to know how much the Professional Phone Etiquette Training course cost.: Click here to get a quotation in 10 seconds.

Does the Professional Phone Etiquette Trainingcourse include practical content?: Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.

Is the Professional Phone Etiquette Training course available online?: Online and partially web-based courses are both available upon request.

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Related Training Information

This page is about Professional Phone Etiquette Training course planned for a single company. Please see below for other training courses and related training programs.