WORLD-CLASS MANNERS TAKE US FURTHER AND FARTHER: A TELEPHONE ETIQUETTE TRAINING IN THE PHILIPPINES
A Corporate EnterTRAINment on Telephone Skills and Etiquette – a 2-day Telephone Etiquette Training in the Philippines
ENTERTRAINMENT OVERVIEW:
The 2-day Telephone Etiquette Training in the Philippines is designed to equip participants with the essential skills and knowledge needed to effectively handle telephone communications with professionalism, courtesy, and exceptional customer service.
In today’s business world, telephone etiquette is a critical aspect of representing the company positively and ensuring a great customer experience.
This training program will provide participants with practical insights and hands-on exercises to enhance their telephone communication skills.
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.
ENTERTRAINMENT GOAL:
The goal of this 2-day Telephone Etiquette Training in the Philippines is to empower participants with the necessary telephone etiquette rules and techniques to excel in their communication roles.
ENTERTRAINMENT OBJECTIVES:
By the end of this Telephone Etiquette Training in the Philippines, 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
ENTERTRAINMENT OUTLINE:
The different topics below will be covered in this 2-day 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.
DAY ONE
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
DAY TWO
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
Check out our other Customer Service competencies-related training programs below:
Customer Service Training in the Philippines
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