Agenda

9.00am-9.30am Attendance

9.30am-9.45am Ice breaking (Game: Zip Zap Zop)

9.45am-10.00am

1) Define the following terms: soft skills, hard skills & communication process

10.00am-10.15am Break

10.15am-10.35am Game: Yes and….or yes and that mean…

10.35am-10.40am

2) Relate Five “Cs” of effective communication to telephone communication skills

10.40am-11.00am

3) Telephone Skills/ Etiquette & 4) Telephone Etiquette Crimes

11.00am-11.20am Game: Telephone role plays & discussion

11.20am-11.40am

5) Who would you rather meet on the phone? "Rude" Sumiko or "Polite" Ferny?

11.40am-11.50am 6) Effective Telephone Techniques

11.50am-12.00pm Break

12.00pm-12.10pm 7) Dealing with difficult customers

12.10pm-12.30pm Game: Customer service & Call management

12.30pm-1.00pm Dialog (role play)

Please create an audio QR code. (QR voice) Individual task or group task

Title: Customer service required skills Telephone Skills

Instructions: Using Phone equipment

1) Prepare a scripts

2) Record a telephone conversation

3) Upload your Mock calls sample (QR voice)

Please evaluate

Code: 557732

Items