Effective Telephone Handling Skills

Professional Training Course on

Effective Telephone Handling Skills
Sunday 15 September 2013
Course is delivered Khmer & English Language

(All profits go towards supporting and educating more than 400 children and youths in various slums around Phnom Penh)

Today, an organization’s success largely depends on its human capital to achieve high performance and its business strategic plan; in particular, people are a businesses most valuable asset. Thus, this program is meant to provide newly appointed managers with the core knowledge and skills that they need to lead and inspire their team in a fast-paced and challenging environment. The course focuses on helping to drive businesses to new successes, whilst also improving communication and telephone handling skills amongst staff at all levels.

Objectives
At the end of this informative and practical training course, the participants will be able to:

• Learn techniques and strategies to plan out and conduct successful prospecting calls
• Learn skills for handling obstacles and objections
• Learn how to deal with answer machines and P.A's!
• Fine tune your communication and rapport building skills
• Learn how to be confident in your own ability to make outbound calls
• Learn how to get rid of nerves and anxiety just before making the calls

Course Contents

• The importance of telephone handling skills
• To identify incorrect telephone handling skills
• To identify the correct procedures for telephone skills
• How to take a message
• How to transfer telephone calls
• How to conduct outgoing calls
• How to use common business phrases
• How to end a call
• Call to check other company

Training Methodology 
Presentation: Trainer will present the concerned subjects while participants are actively listening, and taking note. Participants will have the opportunity to express their comments by asking questions and providing personal answers.

Group discussion: Participants are assigned to work in small groups to brainstorm, discuss, outline, select and analyze ideas. This allows participants to contribute their comments to the whole group, enables participants to respond and react to each others’ contributions, and allows individuals or groups to summarize and/or raise their comments to the class as a whole.  

Role Play: Participants will have the opportunity to improve their skills, attitudes, and perceptions for real situations. Role-playing allows the participants to not only hone their skills and practice the techniques discussed during the seminar, but also allows them to share their real experiences with other people.    

Activities: In order to facilitate the training period to be more interactive and conducted in a friendly-environment, participants will be introduced with a variety of activities that are entertaining and interesting, but that also improve participants alertness and recall of information and skills.

Case Studies: In order to assist participants to visualize what they have learnt into actual practice, many case studies will be introduced. Participants will have to work as a team to reflect their understanding and share their thoughts.

Question and Answer: The seminar includes time for participants to ask questions about anything they found unclear or confusing. This allows the participants to discuss difficult queries about the subject matter, as well as to absorb each others questions and the answers that are provided.

Trainer’s Credentials
Mr. Meak Sopha has over 15 years experience as a trainer and public speaker, and he demonstrates great enthusiasm, energy and passion as well as wide experience. Sopha's passion and expertise is in designing and delivering soft skills training courses and he would be delighted to help you and your staffs learn the techniques, knowledge and actionable strategies to get the results that you are looking for. Sopha is an expert in the field of professional development, customer service, communication, complaint handling and other staff training, and regularly trains the staff of many high-profile banks, telecom companies and 5-star hotels.

Who should attend the course?

• Call centre staff responsible for making outbound calls to generate new business
• Outbound Telesales operators
• Anyone who is making outbound calls to drum up new business

What will be included in the training course?

• Lunch and 2 times Refreshments
• Group Photo of Participants
• Training material
• Certificate Awarded By: ACE

Training Fee: USD 59.00 per person

• 7% discount for the first ten early birds registration to the training before 07th September
• 5% discount of group of 2 or more people registration
• 5% discount for ACE Alumni

Registration

Location:     #144EF, Street 143, Boueng Keng Kang III, Chamkar Morn, Phnom Penh

Tel:              092 142 606 / 023 63 22 093

E-mail:         attitudeeducation@gmail.com

Deadline: September 13, 2013
(Only 25 seats are available per training)

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COURSE TITLE	DATE	ORGANIZER
Effective Telephone Handling Skills  New	15 Sep	ACE
Advanced Training Techniques for Professional Trainers  New	21-22 Sep	ACE

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