Telephone Etiquette Training in the Philippines

WORLD-CLASS MANNERS TAKE US FURTHER AND FARTHER: A TELEPHONE ETIQUETTE TRAINING IN THE PHILIPPINES

A Corporate EnterTrainment on Telephone Skills and Etiquette

PROGRAM OBJECTIVES:

By the end of this session, the participants should have been able to:

  • Understand the different telephone etiquette rules
  • Bring back what they have learned to the workplace for everyday use of the telephone in making, answering, and transferring calls
  • Assist and deal with different types of callers with professionalism, branding, and a high level of customer service
  • Appreciate adherence to telephone etiquette as a means for representing the company well as part of the front lines

This program is best taken advantage of by:

  • Front desk officers or receptionists
  • All employees who use the phone and talk with clients, partners, and vendors over the phone
  • Sales, marketing, and advertising employees who make outgoing calls and take inbound calls

PROGRAM HIGHLIGHTS:

The different topics below will be covered in this 4-hour program, which highlights include application exercises, interactive discussions, warm-up activities and energizers, and a role play/call simulation for all participants at the end.

MODULE I: VOICE QUALITY

MODULE II: CALL PLANNING

MODULE III: POWER ANSWERING CALLS (CREATING A GREAT FIRST IMPRESSION)

MODULE IV: ADDRESSING THE CALLER

MODULE V: POSITIVE SCRIPTING (CHOICE OF WORDS)

MODULE VI: ACTIVE LISTENING

MODULE VII: ATTITUDE OVER THE PHONE

MODULE VIII: P.R.E.T.T.Y. (THE PROPER HOLD PROCESS)

MODULE IX: THE CALL TRANSFER PROCESS (COLD, LUKEWARM, AND WARM)

MODULE X: TAKING MESSAGES

MODULE XI: LEAVING VOICEMAIL MESSAGES

MODULE XII: HANDLING DIFFERENT TYPES OF CALLERS

MODULE XIII: POWER ENDING CALLS (WRAPPING UP WITH STYLE)

MODULE IX: MAKING OUTGOING CALLS

Phone: (02) 919-2734 | (02) 959-8492
Mobile: 0917 658 3534 (Globe) | 0933 232 6149 (Sun)
Unit A2 Blk 8 Lot 8, Buenmar Ave. Phase IV
Greenland Executive Village, Brgy San Juan, Cainta, Rizal