Customer Telephone Techniques Training Course in Malaysia 

Our corporate training course is also available in Kuala Lumpur, Melaka, Langkawi, Cemeron Highlands, Kota Kinabalu, Penang, George Town, Kajang, Seberang Perai, Petaling Jaya, Klang, Johor Bahru, Shah Alam, Subang Jaya, Selayang, Ipoh, Seremban, Iskandar Puteri, Kuantan, Sungai Petani, Ampang Jaya, Malacca City, Sandakan, Alor Setar, Tawau, Batu Pahat, Kota Bharu, Kuala Terengganu, Kuching, Sepang, Kulim, Muar, Pasir Gudang, and Kuala Langat.

In today’s digital age, where communication is often dominated by emails and instant messaging, the telephone remains a powerful tool for businesses to connect with their customers on a personal level. Welcome to the Customer Telephone Techniques Training Course in Malaysia, where participants embark on a journey to master the art of effective telephone communication. This course is designed to equip individuals with the skills and techniques needed to handle phone interactions professionally, courteously, and efficiently, ensuring a positive experience for both customers and businesses alike.

Throughout this comprehensive training programme, participants will delve into various aspects of telephone etiquette, communication strategies, and problem-solving techniques specific to telephonic interactions. From answering calls promptly and professionally to resolving customer queries and concerns with empathy and tact, attendees will gain invaluable insights into harnessing the power of the telephone to enhance customer satisfaction and loyalty. Additionally, participants will learn how to navigate challenging situations, such as handling irate customers or managing multiple calls simultaneously, with confidence and composure.

Moreover, the Customer Telephone Techniques Training Course goes beyond basic telephone skills, offering practical guidance on leveraging technology and CRM systems to streamline call management and improve efficiency. Participants will also explore the importance of active listening, tone of voice, and language choice in building rapport and trust over the phone. By the end of the course, attendees will emerge as adept communicators, equipped with the knowledge and confidence to handle any telephone interaction with finesse and professionalism.

Join us for the Customer Telephone Techniques Training Course in Malaysia and discover how to turn every phone call into an opportunity to delight customers and drive business success.

Who Should Attend this Customer Telephone Techniques Training Course in Malaysia 

In the bustling realm of customer service, mastering effective telephone techniques is paramount for businesses striving to deliver exceptional experiences to their clientele. Welcome to the Customer Telephone Techniques Training Course in Malaysia, a dynamic programme meticulously crafted to hone participants’ proficiency in telephone communication. This course is a gateway to unlocking the nuances of telephonic interactions, empowering individuals to engage with customers confidently, build rapport, and resolve queries with finesse.

Throughout this immersive training journey, participants will delve into the intricacies of telephone etiquette, learning the art of greeting callers warmly, actively listening to their concerns, and articulating responses clearly and concisely. From navigating through challenging conversations to efficiently managing call volumes, attendees will develop a robust skill set to handle diverse scenarios encountered in the realm of customer service. Moreover, the course delves into harnessing technology to enhance telephone communication, offering insights into leveraging CRM systems and call management tools to streamline processes and maximise efficiency.

Professionals in customer service roles, call centre agents, receptionists, sales representatives, and anyone responsible for handling customer inquiries over the phone would find immense value in the Customer Telephone Techniques Training Course. By equipping themselves with the skills taught in this course, individuals can elevate their telephone communication proficiency, enhance customer satisfaction levels, and contribute to the overall success of their organisations. Join us on this transformative journey and become a master of telephone communication excellence.

• Executives
• Team Leaders
• Entrepreneurs
• Educators
• Recent Graduates

Course Duration for Customer Telephone Techniques Training Course in Malaysia 

Welcome to the Customer Telephone Techniques Training Course in Malaysia, where participants embark on a transformative learning journey tailored to their schedule. This comprehensive course offers flexible training durations ranging from a concise 60-minute session to an immersive three full-day workshop. Whether you opt for a one-day intensive training, a half-day session, or a shorter 90-minute module, you’ll gain invaluable insights and skills to excel in telephone communication.

• 2 Full Days
• 9 a.m to 5 p.m

Course Benefits of Customer Telephone Techniques Training Course in Malaysia 

The Customer Telephone Techniques Training Course equips participants with essential skills to excel in telephone communication, enhancing customer satisfaction and driving business success.

• Enhance customer satisfaction and loyalty
• Improve communication skills
• Handle customer queries and complaints effectively
• Build rapport and trust over the phone
• Increase productivity and efficiency in handling calls
• Reduce call handling time
• Improve customer retention rates
• Boost sales and revenue through effective communication
• Enhance brand reputation and credibility
• Develop confidence and professionalism in telephone interactions

Course Objectives for Customer Telephone Techniques Training Course in Malaysia 

The Customer Telephone Techniques Training Course aims to equip participants with the necessary skills to excel in telephone communication and enhance customer satisfaction. Throughout the course, individuals will learn to handle customer queries and complaints effectively, build rapport and trust over the phone, and improve communication skills to drive business success.

• Master active listening techniques to better understand customer needs
• Develop strategies to handle irate customers with professionalism and empathy
• Enhance call scripting and telephone etiquette for consistent communication
• Implement time management techniques to reduce call handling time
• Utilise probing questions to uncover customer issues and offer solutions
• Foster a customer-centric approach to build long-term relationships
• Implement upselling and cross-selling techniques to boost revenue
• Utilise CRM systems effectively to manage customer information and interactions
• Enhance empathy and understanding in communication to build trust
• Implement conflict resolution strategies to address customer complaints
• Analyse call data to identify areas for improvement and training needs
• Develop confidence and assertiveness in handling challenging calls

Course Content for Customer Telephone Techniques Training Course in Malaysia 

Welcome to the Customer Telephone Techniques Training Course, where participants will delve into a comprehensive curriculum designed to elevate their telephone communication skills. Throughout the course, attendees will explore various topics tailored to enhance their ability to handle customer interactions effectively and professionally over the phone.

1. Active Listening Techniques
   • Understanding the importance of listening attentively to customer inquiries
   •  Developing skills to paraphrase and summarise customer concerns accurately
   •  Implementing techniques to demonstrate empathy and understanding during conversations
2. Handling Irate Customers
   • Strategies for de-escalating tense situations and diffusing customer anger
   • Empathetic communication techniques to acknowledge and address customer frustrations
   • Maintaining professionalism and composure while resolving challenging scenarios
3. Call Scripting and Telephone Etiquette
   • Crafting effective call scripts to ensure consistency and clarity in communication
   • Enhancing telephone etiquette to create a positive impression on callers
   • Practising techniques for greeting callers warmly and professionally
4. Time Management
   • Implementing time-saving strategies to handle calls efficiently
   • Prioritising tasks and managing call volumes effectively during peak times
   • Minimising call duration without compromising the quality of service
5. Probing Questions
   • Utilising probing questions to uncover underlying customer needs and concerns
   • Tailoring questions to gather relevant information and offer targeted solutions
   • Developing conversational skills to engage customers and encourage dialogue
6. Customer-Centric Approach
   • Understanding the importance of prioritising customer satisfaction and building long-term relationships
   • Implementing strategies to exceed customer expectations and foster loyalty
   • Personalising interactions to meet individual customer needs and preferences
7. Upselling and Cross-Selling
   • Learning techniques to identify upselling and cross-selling opportunities during calls
   • Providing additional value to customers through relevant product or service recommendations
   • Overcoming objections and addressing customer concerns to encourage purchases
8. CRM Systems Utilisation
   • Maximising the use of CRM systems to streamline customer interactions and information management
   • Effectively documenting customer interactions and updating records for future reference
   • Leveraging CRM data to personalise customer experiences and improve service delivery
9. Empathy and Understanding
   • Enhancing empathy and understanding in communication to build trust and rapport
   • Recognising and validating customer emotions to create a positive experience
   • Developing active listening skills to convey genuine concern and interest
10. Conflict Resolution
    • Implementing strategies to address customer complaints and resolve conflicts effectively
    • Maintaining professionalism and diplomacy while managing contentious situations
    • Offering solutions and alternatives to restore customer satisfaction and loyalty
11. Call Data Analysis
    • Analysing call data to identify trends, patterns, and areas for improvement
    • Using call metrics to evaluate performance and identify training needs
    • Leveraging insights from call data to make informed decisions and drive improvement initiatives
12. Confidence and Assertiveness
    • Building confidence and assertiveness in handling challenging calls and difficult customers
    • Developing techniques to remain calm and composed under pressure
    • Empowering individuals to take ownership of customer interactions and drive positive outcomes

Course Fees for Customer Telephone Techniques Training Course in Malaysia 

The Customer Telephone Techniques Training Course offers flexible pricing options to accommodate various budgets and preferences. Participants can choose from four different pricing plans tailored to meet their needs. These options ensure accessibility for individuals and businesses seeking to enhance their telephone communication skills.

• USD 679.97 For a 60-minute Lunch Talk Session.
• USD 289.97 For a Half Day Course Per Participant.
• USD 439.97 For a 1 Day Course Per Participant.
• USD 589.97 For a 2 Day Course Per Participant.
• Discounts available for more than 2 participants.

Upcoming Course and Course Brochure Download for Customer Telephone Techniques Training Course in Malaysia 

To receive updates or obtain brochures about the Customer Telephone Techniques Training Course, individuals can subscribe to our mailing list or visit our website for more information. Stay informed about upcoming sessions, special offers, and course materials by signing up for our newsletter or following us on social media platforms. Brochures detailing course objectives, schedules, and pricing options are available upon request via email or through our online portal.