{"id":1464,"date":"2017-01-17T19:51:30","date_gmt":"2017-01-17T11:51:30","guid":{"rendered":"http:\/\/myronstaana.net\/?page_id=1464"},"modified":"2023-12-14T16:04:33","modified_gmt":"2023-12-14T08:04:33","slug":"telephone-customer-service-training-philippines","status":"publish","type":"page","link":"https:\/\/www.mssbizsolutions.com\/telephone-customer-service-training-philippines\/","title":{"rendered":"Telephone Customer Service Training in the Philippines"},"content":{"rendered":"<h1 style=\"text-align: center;\"><span style=\"color: #ff6600;\"><strong>EXCELLENT CUSTOMER SERVICE OVER THE PHONE: A TELEPHONE CUSTOMER SERVICE TRAINING IN THE PHILIPPINES<\/strong><\/span><\/h1>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #0000ff;\">A Corporate EnterTRAINment on Customer Service Brilliance Over the Telephone &#8211; a 2-day Telephone Customer Service Training in the Philippines<\/span><\/strong><\/h2>\n<h3><span style=\"color: #0000ff;\"><br \/>\n<\/span><span style=\"text-decoration: underline; color: #000080;\"><strong>ENTERTRAINMENT OVERVIEW:<\/strong><\/span><\/h3>\n<p><span style=\"color: #000000;\">This 2-day Telephone Customer Service Training in the Philippines is a customizable training program that aims to help telephone customer service providers be the best customer service providers that they can possibly be with excellent customer service and work efficiency at the top of their priority.<\/span><\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3><span style=\"text-decoration: underline; color: #000080;\"><strong>ENTERTRAINMENT GOAL:<\/strong><\/span><\/h3>\n<p><span style=\"color: #000000;\">The goal of this 2-day Telephone Customer Service Training in the Philippines is to empower customer service providers with the knowledge and skills needed to excel in providing exceptional telephone-based customer service. <\/span><\/p>\n<p><span style=\"color: #000000;\">By the end of this training, participants should be able to actively listen to customers, probe effectively to identify their needs, respond with intelligence and empathy, handle complaints professionally, demonstrate telephone etiquette and courtesy, and create outstanding customer service experiences, ultimately contributing to increased customer satisfaction and loyalty.<\/span><\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3><span style=\"text-decoration: underline; color: #000080;\"><strong>ENTERTRAINMENT OBJECTIVES:<\/strong><\/span><\/h3>\n<p><span style=\"color: #000000;\">By the end of this 2-day Telephone Customer Service Training in the Philippines, the trainees should already be able to:<\/span><\/p>\n<ul>\n<li><span style=\"color: #000000;\">Listen actively to their customer\u2019s concerns and identify with them more by understanding their concerns and empathizing with them sincerely.<\/span><\/li>\n<li><span style=\"color: #000000;\">Probe effectively in order to determine the root cause of their customer\u2019s concern correctly and to be able to resolve it with efficiency and urgency.<\/span><\/li>\n<li><span style=\"color: #000000;\">Respond with carefully thought and intelligent answers that customers will not only appreciate but that really resolve their concerns as well.<\/span><\/li>\n<li><span style=\"color: #000000;\">Handle customers&#8217; complaints with sensitivity, respect, patience and passion to serve.<\/span><\/li>\n<li><span style=\"color: #000000;\">Manage the call flow and the conversation with respect for the customer\u2019s time and regard for effectiveness and efficiency.<\/span><\/li>\n<li><span style=\"color: #000000;\">Provide excellent customer service that the customer will commend and cherish.<\/span><\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"text-decoration: underline; color: #000080;\"><strong>ENTERTRAINMENT HIGHLIGHTS:<\/strong><\/span><\/h3>\n<ul>\n<li><span style=\"color: #000000;\">It bridges the disparity between theories and applications and classroom learning and actual work application<\/span><\/li>\n<li><span style=\"color: #000000;\">The facilitator has years in the customer service production himself both as an agent or representative and as a trainer and supervisor<\/span><\/li>\n<li><span style=\"color: #000000;\">It is fun, interactive, unique, and interesting.<\/span><\/li>\n<li><span style=\"color: #000000;\">It has lots of activities, exercises, and games both for entertainment and application values.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"text-decoration: underline; color: #000080;\"><strong>ENTERTRAINMENT OUTLINE:<\/strong><\/span><\/h3>\n<p><strong>Springboard Discussion: What makes a great call center agent?<\/strong><em><strong>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong> <\/em><\/p>\n<p><em>Activity: The KSA-EMJ Activity<\/em><\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #993366;\"><strong>DAY ONE\u00a0<\/strong><\/span><\/h3>\n<h4><span style=\"color: #0000ff;\"><strong>Module I: Opening the Call<em>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/em><\/strong><\/span><\/h4>\n<p><strong><em>Activities:<\/em><\/strong><\/p>\n<ol>\n<li><em>Doing it the HOT way \u2013 The High-Impact Opening Technique<\/em><\/li>\n<li><em>Benefit-Loss Activity<\/em><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module II: Listening and Comprehension<\/strong><\/span><\/h4>\n<ul>\n<li><strong>Barriers to Effective Listening<\/strong><\/li>\n<li><strong>The Different Levels or Types of Listening<\/strong><\/li>\n<li><strong>Components of Effective Listening (Hawaii PIE-O)<\/strong><\/li>\n<li><strong>Tips for Active Listening (The Nine Fs of Active Listening)<\/strong><em><strong>\u00a0\u00a0\u00a0<\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Listening Exercises<\/em><\/p>\n<ul>\n<li><strong>Driving Forces behind a Customer\u2019s Expectation<\/strong><em><strong>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong> <\/em><\/li>\n<\/ul>\n<p><strong><em>Activities:<\/em><\/strong><\/p>\n<ol>\n<li><em>Structured Learning Experience (SLE) on Listening and Comprehension<\/em><\/li>\n<li><em>Call Listening<\/em><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module III: Probing<\/strong><\/span><\/h4>\n<ul>\n<li><strong>Importance of Probing<\/strong><\/li>\n<li><strong>Types of Probing Questions<\/strong><\/li>\n<li><strong>Probing the Right Way<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Solving Mystery Puzzles Using Probing<\/em><\/p>\n<ul>\n<li><strong>Paraphrasing and its Importance<\/strong><\/li>\n<li><strong>Parroting vs Paraphrasing<\/strong><\/li>\n<li><strong>Tips When Paraphrasing (LEAP Technique)<\/strong><\/li>\n<li><strong>Checking the Accuracy of our Paraphrasing<\/strong><\/li>\n<li><strong>Paraphrasing an Irate Customer\u2019s Issue<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module IV: Responding Appropriately and Intelligently<\/strong><\/span><\/h4>\n<ul>\n<li><strong>Pointers for Responding Accurately (Being Conversational without Sacrificing Quality)<\/strong><\/li>\n<li><strong>The Customer\u2019s Perception is their Reality<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Experience Sharing<\/em><\/p>\n<ul>\n<li><strong>The Seven Cs of Communication<\/strong><\/li>\n<li><strong>Positive Scripting<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Negative and Positive<\/em><\/p>\n<ul>\n<li><strong>Minding Your Tone<\/strong><\/li>\n<li><strong>Managing Dead Air thru Small Talk<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Small Talk Exercise<\/em><\/p>\n<ul>\n<li><strong>Cutting Down on Fillers<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Fewest Fillers Contest<\/em><\/p>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module V: Telephone Etiquette and Courtesy<\/strong><\/span><\/h4>\n<ul>\n<li><strong>What are Telephone Etiquette and Telephone Courtesy?<\/strong><em><strong>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong> <\/em><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Watch a Funny Customer-Service Oriented Video<\/em><\/p>\n<ul>\n<li><strong>Reviewing the Proper Hold Procedure (PRETTY)<\/strong><\/li>\n<li><strong>Displaying Telephone Courtesy<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Vision-Mission-Values Activity<\/em><\/p>\n<ul>\n<li><strong>Assisting Misdirected Customers (Warm, Lukewarm, Cold)<\/strong><\/li>\n<li><strong>Negative Consequence of Being Discourteous and Lacking Etiquette Over the Phone<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #993366;\"><strong>DAY TWO<\/strong><\/span><\/h3>\n<h4><span style=\"color: #0000ff;\"><strong>Module VI: Handling Customer Complaints<\/strong><\/span><\/h4>\n<p><em><strong>Activity:<\/strong> Call Listening<\/em><\/p>\n<ul>\n<li><strong>Why Customers Complain<\/strong><\/li>\n<li><strong>Dealing with Unsatisfied Customers<\/strong><\/li>\n<li><strong>Anger Management for Agents\/Employees<\/strong><\/li>\n<li><strong>Being Assertive on the Phone<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Assertiveness Test Activity<\/em><\/p>\n<ul>\n<li><strong>Pacifying an Irate Customer<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> The Great Egg Drop<\/em><\/p>\n<ul>\n<li><strong>Deescalating an Escalation or a Supervisor Request<\/strong><\/li>\n<li><strong>Retaining Customers and Attracting New Ones<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module VII: Providing a Helluva Customer Service Experience<\/strong><\/span><\/h4>\n<p><em><strong>Activity:<\/strong> The Pep Talk Activity<\/em><\/p>\n<ul>\n<li><strong>Building Rapport \u2013 Establishing a Connection<\/strong><\/li>\n<li><strong>Excellent Call Handling Skills<\/strong><\/li>\n<li><strong>Personalizing a Call<\/strong><\/li>\n<li><strong>Use of Power Words<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Role Play<\/em><\/p>\n<ul>\n<li><strong>Exceeding a Customer\u2019s Expectation\/s<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module VIII: Call Control with Results<\/strong><\/span><\/h4>\n<p><em><strong>Activity:<\/strong> The S.E.R.V.I.C.E. Activity<\/em><\/p>\n<ul>\n<li><strong>Call Control with Results<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> <\/em><\/p>\n<ol>\n<li><em>Watch the video, &#8220;Rachael Ray Calls Zappos.com&#8221;<\/em><\/li>\n<li>Multitasking Activity<\/li>\n<\/ol>\n<ul>\n<li><strong>Multitasking<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #0000ff;\"><strong>Module IX: Closing a Call with Impact<\/strong><\/span><\/h4>\n<ul>\n<li><strong>Extending Help<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Sharing Activity<\/em><\/p>\n<ul>\n<li><strong>Hot Tips on Leaving a Lasting Positive Impact<\/strong><\/li>\n<\/ul>\n<p><em><strong>Activity:<\/strong> Team Call Simulation Practice<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>Check our other Customer Service-related programs by clicking the link below:<\/p>\n<h4><a href=\"https:\/\/www.mssbizsolutions.com\/customer-service-training-philippines\/telephone-customer-service-training-philippines\/\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #0000ff;\">Customer Service Training in the Philippines\u00a0<\/span><\/strong><\/a><\/h4>\n<p>&nbsp;<\/p>\n<p>To know more about MSS Business Solutions, visit and like our Facebook Page below:<\/p>\n<h4><a href=\"https:\/\/www.facebook.com\/MSSBizSolutions\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #0000ff;\"><strong>MSS Business Solutions Facebook Page<\/strong><\/span><\/a><\/h4>\n","protected":false},"excerpt":{"rendered":"<p>EXCELLENT CUSTOMER SERVICE OVER THE PHONE: A TELEPHONE CUSTOMER SERVICE TRAINING IN THE PHILIPPINES A Corporate EnterTRAINment on Customer Service Brilliance Over the Telephone &#8211; a 2-day Telephone Customer Service [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3580,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-1464","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.8 - 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