Telephone Etiquette and Customer Care

Introduction to the Training:

“Telephone Etiquette and Customer Care” training program is designed to equip professionals with the necessary skills to excel in telephone etiquette and customer care. All the personnel working in, Customer service and Sales; at the Front-desk; or as Team leaders and managers; and of course, any professional who interacts with clients or customers over the phone will benefit from this program. The training will Improve professional image and credibility; Enhanced customer satisfaction and loyalty; Increased efficiency in handling customer inquiries and concerns; Better conflict resolution skills and Strengthened interpersonal communication skills.

This training program combines interactive lectures, hands-on exercises, role-playing scenarios, and group discussions to ensure a dynamic and engaging learning experience. Participants will have the opportunity to practice new skills, receive constructive feedback, and collaborate with peers to develop effective communication strategies.

Training Outlines:

• Fundamentals of Telephone Etiquette
• Understanding the Importance of Telephone Etiquette
• Key Elements of Effective Communication
• Answering Calls Professionally
• Effective Listening Skills
• Tone and Pitch in Telephonic Communication
• Handling Difficult Situations on the Phone
• Advanced Telephone Communication Skills
• Building Rapport Over the Phone
• Customer Care Excellence
• Customer-Centric Communication
• Enhancing Customer Satisfaction
• Handling Multiple Inquiries Simultaneously

Training Objectives:

•  Understand the significance of telephone etiquette in professional settings.
• Familiarize yourself with key elements of effective communication.
• Develop skills in answering calls professionally.
• Enhance effective listening skills.
• Learn to manage tone and pitch in telephonic communication.
• Acquire strategies for handling difficult situations on the phone.
• Learn techniques for a personalized approach in telephonic interactions.
• Handle angry or upset customers effectively.
• Practice conflict resolution techniques.
• Handle multiple inquiries simultaneously while maintaining quality service.

Program Details

Dates:  

1st cohort: February 21 / 22 / 23

2nd cohort: October 17 / 18 / 19

Location:             

Dubai – UAE  

Certification:

Upon the successful completion of the Telephone Etiquette and Customer Care you will be certified from Standards as well as the European Management Academy(EMA).