TELEPHONE SKILLS

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Are you looking to enhance your telephone communication skills and make a lasting impression on every call? Look no further! Our HRDC certified Telephone Skills training program is designed to equip you with the necessary tools to excel in handling calls with confidence and professionalism.

During this 8-hour course, participants will learn the art of developing clear and persuasive communication techniques, improving vocal dynamics, and identifying and eliminating typical telephone problem areas. From answering and attending calls to transferring and terminating calls, our program covers it all. By the end of the training, you will be able to handle calls in a pleasant, cheerful, and confident manner, ensuring a positive experience for every caller.

Take the first step towards mastering your telephone skills today. Request a quote to learn more about our Telephone Skills training program by DHS Hospitality Academy Sdn. Bhd. in Malaysia. Elevate your communication game and leave a lasting impression on every call!
Learning Objectives

1. Understand the importance of effective communication over the phone: Participants will learn the significance of clear and concise communication, active listening, and professional etiquette when interacting with customers or clients over the phone. They will understand how tone of voice, pace of speech, and choice of words can impact the outcome of the conversation.

2. Develop skills to handle difficult phone conversations: Participants will learn strategies for managing challenging phone calls, such as dealing with irate customers, handling complaints, and resolving conflicts. They will practice techniques for staying calm under pressure, empathizing with the caller, and finding solutions to problems while maintaining a positive attitude.

3. Enhance telephone etiquette and professionalism: Participants will learn the dos and don'ts of telephone etiquette, including proper greeting and closing phrases, effective call handling procedures, and maintaining confidentiality. They will understand the importance of projecting a professional image over the phone, building rapport with callers, and representing the organization in a positive light.

Content Delivery Method

Physical, Virtual

HRD Corp Certified Course

Yes

Duration and Language

1 Day; English

Target Audience

Suitable for employees of all levels

Key Skillset Addressed

1. Active listening
2. Professional etiquette
3. Problem-solving strategies