Techniques & Etiquette of the Business Telephone

TECHNIQUES & ETIQUETTE OF THE BUSINESS TELEPHONE

22 March 2013

MEF Phileo Damansara 2, Petaling Jaya

Objectives

On completion of the course, participants will be able to communicate effectively, efficiently and courteously over the telephone which is today’s most common means of modern communication. This powerful tool if used correctly can enhance your corporate image and maintain good customer and inter-department relations

Course Outlines

1. Understanding the importance of the telephone

2. Communication awareness

3. Listening skills

4. Creating good corporate image through telephone etiquette and courtesy

5. Making and handling calls correctly

6. Handling complaints

7. Customer service through the telephone

8. Establishing a personal directory

Methodology

1. Lectures

2. Exercises

3. Discussions

4. Video Presentations

5. Role Plays

Who Should Attend

This course is designed to benefit telephone operators, receptionists, customer relations staff, secretaries and all those who wish to master the effective use of the telephone.

Trainer 

MOHD ARSHAD JAMIL is a powerful and inspiring Training Consultant of the Malaysian Employers Federation Academy, who offers over 20 years of his solid experience and insights of various organisations. His interest lies in the areas of Human Capital Development specifically Leadership, Learning and Thinking Skills, Motivation, Team Development, Performance Improvement, and Employee Relationship Management. Mohar, as he is fondly called by friends, is a PSMB certified trainer and holds a Diploma in Public Administration, Bachelor in Laws (LL.B) and Masters in Law (LL.M). He advocates holistic human capital development and leads by example through some of his social and voluntary endeavours.

Course Fees

• RM 400.00 (Members) per participant
• RM 550.00 (Non Members) per participant

For Registration Form: CLICK HERE