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Telephone Techniques and Handling Difficult Callers

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Overview

Do you want 'customer complaints' to drop?

Do you want your company to be seen as providing 'excellent customer service'?
Do you want to minimize the stress from difficult customers?
Wondering how to handle difficult customers and other tough situations?

You've come to the right course then.

Dealing with customers and handling their complaints on the telephone is stressful and
risky business!
When complaining customers turn confrontational, over demanding, or unreasonable, it
becomes formidable than ever to deliver helpful, courteous service.
In this course, we will share with you how to met the 'challenges' with a take-charge attitude
and a positive outlook to help your customers immediately feel good about doing business with
your organization.
We know that you must have some skills to handle your job but sometimes, even the most
helpful and caring people do need to sharpen their skills, enhance their experience, or change
attitude to handle a really tough customers..
With the sharing to tools, tips and techniques in this proven effective workshop, learn to to
provide the kind of superior, commendable and superior service that results in satisfied, loyal
customers. You want to retain loyal customers who support your business, purchase your
products and services, and recommend your organization to others!

Learning Outcomes

By the end of the course, participants will be able to:

direct customer encounters more positive, productive, and profitable

Discover innovative ways to cope with client demands and complaints
Utilize strategies that can help develop a rapport with all types of "prickly personalities."
Resolve complaints quickly and to everyone's satisfaction
Repair soured relationships with customers who otherwise would have been lost forever

Here are just some personal and professional rewards you could earn from just being able to
have such of exceptional customer service on the telephone.
Don't just listen to complaints, but learn from them and prevent future problems
while solving current ones!

Who Must Attend

Customer Service Executives

Customer Service Team Leaders
Internal customer service trainers
Front desk and Front office assistants and supervisors
Receptionists and Secretaries

Course Details

Day 1
Module 1: Telephone Etiquette Essentials
Module 2: Active Listening vs Not Listening
Module 3: Articulate Speaking on The Phone
Module 4: Understanding Customer Expectations from their Perspectives
Module 5: Powerful Probing Skills Asking the right questions that customers feel that you
care!
Day 2
Module 6: Dealing with difficult and angry callers
Module 7: Developing Two-Way Win-Win Communication
Module 8: Writing apologetic email with the correct structure and tone.

Methodology

Interactive input, case study presentation, group discussion and role play.

Course Leader

Mr S. Moghalhas over 17 years of experience in Sales, Customer Service and Telemarketing

for various products and services. He majored in Communication at Knox College, Galesburg,

Illinois, USA. The experiences that he has injected into sales and service training and
consultancy date back to 1990 when he began his career as a sales agent in the United
States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a
period of 6 years. Since then, he has been actively involved with developing agent and team
leader skills within customer service teams in a multitude of industries including Banking,
Insurance, Manufacturing, BPO companies, Software Developers and more. This experience
as a customer service trainer has been instrumental in the development of his understanding
of agent and team leader psychology, what drives each position and how skills are developed
in each area.
His training sessions are filled with an air of positivity and motivation for the participants. His
training style revolves around Concepts, Application, Reflection and most of all FUN!!
Shahrukh is the man behind ThePLEASE!Workshops which train front liners to implement
winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate.
ThePLEASE!Workshops are suitable for any executive who interacts with customers
regularly. Especially in Contact centre customer service, Face to face customer service,
Telesales and Debt collection through phone.
Moghal' s training experiences include:
HSBC Bank Malaysia Berhad CRM training for the Business Banking Team
Telephone Communication
HSBC Bank Malaysia Berhad Branch training of financial products TELESALES, HP,
Credit card
Maybank Group Contact Centre Outbound Telemarketing Skills (Insurance products)
Hong Leong Group Call Centre HP, Credit card, Assurance and Customer Service
The Bank of Nova Scotia BerhadCall Centre- Branch training of financial products
sales
Malaysia National Insurance Telesales training for a Child Education plan
Eon Bank Berhad Call Centre Tele-Debt collection skills for credit card, housing loan,
hire purchase
AmAssurance Setting up a new Telemarketing Unit
RHB Bank Call CentreOutbound Telemarketing Training Mortgage
OCBC Bank (Malaysia) Berhad Outbound Telemarketing Skills for transactional banking
Jabatan Kesihatan Wilayah - Counter Customer Service Skills by resource trainer
Bank Rakyat Call Centre Telesales and Service training
Honda Malaysia Sdn.Bhd. Call Centre Customer Service
Etiqa Insurance Berhad Brand Delivery training campaign

Legend Hotel Time Share appointment and Customer Service training

Palace of the Golden Horses- Time Share appointment setting and Customer Service
SP Setia Outbound telemarketing skills
Bonuslink Call Centre Outbound Telemarketing Skills & Inbound Customer Service
Boustead Development Property Sales and Appointment Setting training
Bumiputra Commerce Bank BerhadCall CentrePhone Banking sales
New Straits Times Classified Ads-Call Centre & Face to face service
Utusan Melayu Classified Advertising-Outbound Telemarketing and recruitment
Malaysian Oxygen BerhadCall Centre Industrial Products sales and Service
British American Tobacco Effective Communication and Selling Skills(Kent)
Telekom Publications Sdn.Bhd. Call Centre Appointment setting Skills for Yellow
Pages
Malaysia Airlines Golden Boutiques Buy n Fly card telesales training
MNI Oneline Call Centre Telesales and Teleservice training
Zuellig Pharma Call Centre -Customer Service Training
IBI Holdings Berhad Call CentreTelesales of remanufactured toner cartridges
ITI Otago Polytechnic New Zealand New student registration sales training
Knowledge Group of Companies Call Centre Telesales training and motivation
Elken Sdn Bhd Counter Service / Effective Communication and Customer Service
Alterni (M) Sdn.Bhd. Call Centre Herbal products sales
Vsource (M) Sdn.Bhd. Outbound Telemarketing Training for this Outsourced Call Centre
EDS MSC Malaysia Sdn. Bhd. Call Centre Tele-Service and Handling Complaints
CSC Malaysia Berhad Ensuring contact centre success.
Ricoh Malaysia Sdn Bhd. Telesales Skills
Pharma Field Synergy Telesales script development
City Link Express Call Centre Customer Service Skills
Pos Laju Debt Collection by Phone

Iskandar Development Johor Customer Service Excellence

GFK Retail and Technology Malaysia Sdn BhdIT Helpdesk (Contact Centre Customer
Interaction training)
DKSH Malaysia Sdn Bhd Call centre agent on the job assessment and coaching
Gibraltar BSN Life Berhad, Formerly UniAsia Life Berhad Call centre telesales skills
& team leader training

Testimonies

Investment

Normal fee
Sign up 1 pax
Pay before course starts
MYR 2,780.00
USD 650.00
Early Bird
Sign up 1 pax
Pay 14 days before course starts
MYR 2,180.00
USD 500.00
Group Fee
Sign up 3 pax or more
Pay 14 days before course starts
MYR 2,080.00
USD 480.00

(Fee inclusive of GST, Buffet Lunch, Refreshment, Welcome Pack, Training Materials Certificate of Achievement)

Certificate
Upon successful completion of this program, you will receive a Certificate of Achievement.
Certificates are distributed on the final day of the program.

Payment mode:
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest
payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm
your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.

3. BANK IN CASH:You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via
international banks.