Why You Should Attend This Course

Whether you are working as inbound or outbound telephone sales or customer services professionals, your focus is to help customers to get what they want and need. Professionals who master the telephone communication techniques have the ability to engage customers over the phone more successfully. They not only know what to say but also how to say it to engage and influence customers during call interactions for greater customer outcomes and business results.

This workshop walks participants through practicing the effective telephone communication skills and techniques to speak professionally over the phone to achieve greater call interactions and conversations to win over customers from their competitors.

Workshop Benefits 

• Conduct effective telephone calls that engage, acquire and retain customers
• Apply effective telephone techniques to manage different types of customers
• Deliver positive memorable caller interactions and experiences to achieve higher customer satisfaction
• Develop confidence to manage difficult customers and situations

Learning Outcome

• Develop the quality and characteristics of an outstanding telephone professional
• Plan telephone calls to manage more effectively on the customers’ needs, purposes, and behaviors
• Create a positive and professional image over the phone to win a good first impression
• Conduct service and sales calls with essential telephone etiquette
• Articulate the sales value proposition/service scripts that resonate with customers’ needs
• Apply effective communication skills when managing difficult and stressful sales and services calls
• Speak with effective voice projection based on customer behaviors over the phone
• Use the right words and phrases to manage customers to improve customer engagement and achieve a consensus
• Apply questioning techniques to determine customer needs, concerns, priorities, and situations
• Listen actively to identify and manage different customers’ needs, attitudes and behaviors more effectively
• Adapt communication styles to match the personality types of the customers for greater engagement and influence
• Avoid the common mistakes in handling phone calls

Methodology

This is a practical and interactive workshop using realistic workplace scenarios. The learning methodologies include the participants engaging in experiential hands-on learning through mini-lectures, assessments, group discussion, role plays, skills-building activities. Facilitator debriefing will engage and encourage peers and groups when conducting gap-analysis for their reflections, reviews and, critiques on areas of improvements.

Target Audience

Sales and customer service professionals or anyone who need to use the phone for customer retention and business growth

Trainer's Profile

Cecilia Sim strongly believes that people can develop their potential at both personal and professional level. She is highly enthusiastic and motivated in facilitating participants to uncover and develop their personal and professional potentials. She facilitates and engages participants by using simulated real-life cases and practical examples to enhance their learning. Cecilia includes gap analysis training methodology and walks the participants through self-discovery process to review workplace experiences, highlight necessary changes, and revitalizes the next few action steps for personal development and better results.

She has strong people skills and cross-border experiences of working with participants across different industries and cultures in the region. She has more than 20 years of extensive industry experiences came from her previous roles as trainer/facilitator, pre-sales consultant, assistant director, and General Managers in various industries including IT, education, membership and management consulting. Her past corporate sales and marketing experiences include sales support for information systems, sales and market development for corporate training programs in Singapore and China, sales and marketing of high profile memberships for MNC, SMEs and startups in many fields. Her responsibilities for previous roles include portfolio repositioning, change management, sales results and performance of her team and organization.

Cecilia is a bilingual facilitator who has conducted various programmes based on the learners’ and organisational background, needs and requirements. She has broad experience in facilitating trainings for B2B and B2C participants of various industries at senior executives, managers, directors and senior management level. She also facilitates sales trainings for hundreds of companies from various industries in local, regional and international presence. The salesforce attended her in-house training includes the CEO, V.P of Sales (Asia Pacific) and the sales professionals from the local and region. Being a practitioner, Cecilia is well-versed with practical strategies when facilitating participants and strongly effective in sharing real-life experiences, changing of mindsets and motivating of personnel for better results.  

She holds a Master of Business Administration from University of Adelaide, Australia, Bachelor of Business Administration (Honor, major in Management Information System) from Northeastern University, Boston, USA. She also holds the WSQ Advanced Certificate in Training and Assessment (ACTA), and WSQ Certified trainer for Service Professional (CSP) trainer, GEMS (going the extra miles). She is a certified KPI professional by KPI institute.

Currently, Cecilia manages her Softskills Net Pte Ltd (www.softskillsnet.com.sg) - a training and management consulting firm that provides services that include programme development & training, coaching/mentoring and consultancy services.