Customer Delight

through Phone
Conversation
July 10, 2015
8:30am 5:00pm
Venue: El Cielito

Hotel (804 A. Arnaiz Ave, Makati, Metro Manila)

Course Description
In this era, Customer Experience will highly suggest the
performance of a business/ companys products and/
or services. Providing superior customer service that will
turn customers from satisfied to loyal to advocate is the
ultimate goal of any service provider.
Customers turn to a wide variety of platforms to get in
touch with their service provider or the company they
purchased a product from. According to Social strand,
13% of customers contact companies via eservice
(web, social, chat), 18% via email, 29% through writing
or in person, and 40% of customers prefer to contact a
company by phone. Hence, those who field incoming
client communication via phone should be equipped
with the right amount of knowledge and skills to
effectively handle different situations and provide
excellent customer service.
There are only 2 Cs that should happen in a phone
call. First is Customer Service. Second is Communication.
The
absence
of
nonverbal
signals
makes
communication through phone very challenging for
both the customer and the representative. It takes a
big amount of mastery of the product and phone
handling skills to successfully have both Cs in a call.

Workshop Objectives
Identify the 2 Cs in Phone Handling
Enumerate the steps Phone Handling Cycle
Identify and practice the skills needed in each step
Highlight the importance of providing superior
customer service through phone conversations
Effectively handle phone calls by applying the skills
learned through mock calls

Target Participants
Employees who are responsible for answering the
telephone and making call in behalf of their
company, thereby acting as the first point of contact
for their customer and suppliers

Learning Investment
REGULAR RATE: PHP 4490.00/pax*
EARLY BIRD RATE: PHP 4090.00/pax* (until June 10, 2015)
GROUP RATE: PHP 4090.00/pax* (5 pax or more)
*inclusive of VAT

Fees Inclusion
Certificate of Completion
Basic Training Toolkit
Breakfast, Lunch & Afternoon Refreshments

Customer Delight through Phone Conversation

Course Content
Time

Time

9:00-11:00
8:30
10:00

Activities

Activity

Process
Objectives

Introduction
1
IceDAY
Breaker:
Human Bingo
COURSE
Introduce the
Objectives
PRELIMINARIES
concept
of
The 2 Cs of Phone
Handling:
Opening
the course
Communication & Customer Service
Remarks
and apply
Handlinghouse
Skills Test
CoursePhone
preview
rules

Leveling
of
11:00- 1:30
Phone
Handling Cycle
Expectations
(inclusive of
Opening: Building Rapport
House Rules
lunch break) Practice
9:00 MODULE 1:
Establish the
Probing:
Open and
12:00 OVERVIEW
&
caseClose
of theEnded Questions, Active
Listening
CONTEXT
interview as
Talent Acquisition
an
Practice

Objectives
Set expectations
Establish the relevance of
communication and customer service in
phone handling
Gauge the level of the participants
skills in terms of handling phone calls
Describe how to appropriately start a
phone call
Identify the importance of asking the
right questions and listening attentively

as
assessment
1:30-3:30 Interviewing
Overcoming
Obstacles:
Empathy, Paraphrasing,
an Assessment
method
Challenging
Customers
Method
Practice
Predictive
ValidityResolution: Assertiveness, Putting a call on hold,
Structured
vs.
Transferring/
Escalating a call
Unstructured
Practice

Understand how to deal with different

types of customers
Create a sense of urgency and
personal connection with customers

3:00-4:00 21st- Century

Closing: Summary, Closing Spiel
Interview
Practice
Styles
1:00 MODULE
2:
Additional
Tips Develop the

Appreciate the importance of

pleasantly ending a call
Describe other ways to increase the
level of customer service provided to
customers

Interviewing

3:00

FORMULATING
QUESTIONS
Common
4:00-5:00 Interview
Call Simulation
Questions
Types & Uses of
Questions
Developing the
Interview
Competency
Questions
Job Analysis
Process
Formulating
Behavioral
Questions
Interview Process
Grid
Day 2
8:30 Continuation of
10:00 MODULE 2
Interview Guide
Preparation
10:15 MODULE 3:

HANDLING
12:00 RESPONSES
What
Companies
Need to
Know about
a
Candidate
Valid Responses

skill of
formulating
interview
questions

Learn the
techniques in
handling
various
interview
responses

Apply the skills learned

Get on the spot feedback on
performance

The Facilitator
The Facilitator

Marby Bustalinio
Learning and OCD Consultant
Marby Bustalinio is an ambassador of excellent Filipino talent. She's currently a Senior Global Training
Consultant for a top HR Outsourcing company in the APAC Region.
She has delivered training in the Philippines, Australia, & USA.
Her expertise in training focus on Communication and Soft Skills, Leadership Development, Labor
Laws, and System/ Technical Skills Development. She has with her over 7 years of experience in the
BPO industry where she was able to work with top companies in the world.

Jinky Ferrer

Marby's passion for learning has kept her enthusiastic in everything that she does. She considers this
as her strength which she wants to share with others.

Marby is a mom to 3 beautiful kids whom she considers her treasure.

Her free time is spent in having quality time with her family. She's a bookworm and also finds jewelry
making an interesting hobby.
Member, PSTD
Member, Toastmasters International
Certified Master Project Manager, AAPM