Phone Behaviour for Effective Communication (½ day) AM
  1. Enrol Now:
  2. 20 Feb 25
  3. 7 Apr 25
  4. 4 Jun 25
  5. 8 Aug 25
  6. 9 Oct 25
  7. 3 Dec 25

Phone Behaviour for Effective Communication (½ day) AM

Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用粵語或普通話授課
Introduction

This intensive workshop focuses on customer call handling techniques and effective communication skills to handle difficult situations. Through many video case-studies and experience sharing, you will learn to:

  • calm down irate callers
  • create a positive first impression using verbal cues
  • develop a professional pride to provide service excellence over the telephone
  • release stress and improve self-motivation at work
What our Participants say:

"Useful and worthwhile to attend, really help to improve my telephone and communication skills"

... May Wong, Tiger Ventures Limited
Phone Behaviour for Effective Communication

"A lot of practical techniques and real experience sharing"

... Anita Siew, Galaxy Entertainment Group
Phone Behaviour for Effective Communication

"I like the part on how we can change our ways of talking, rephrasing or emphasizing on certain points to make our conversations with guests more professional (better packaging)"

... Philomena Chan, Hong Kong Business Aviation Centre Limited
"A Pleasant Telephone Encounter with HKBAC" Workshop
for Hong Kong Business Aviation Centre

Target

Receptionists, administrative staff, secretaries and frontline customer service personnel. Participants who have attended the full day ‘Customer Service through Better Communication’ workshop need not attend this training as some of the content will be similar
What You Will Cover
  1. Customer service trend
    • Sharing phone call experiences
    • Saying what’s right and avoiding what’s wrong
  2. Reinforce professional image through the phone
    • Creating a positive and professional first impression
    • Verbal cues
    • Placing and receiving calls effectively (video case-studies)
  3. Positive communication skills to avoid traps
    • Vague and negative phrases you must never use
    • Controlling the conversation and time spent
    • Effective questioning techniques
  4. Handling special situations
    • Handling angry callers
    • How to get relief from stress and improve self-motivation at work
About the Facilitator

Audrey Loh is a professional facilitator with over 15 years of experience in marketing, sales and customer service with multi-national companies in China, Hong Kong, Japan and Singapore. Prior to her present role, she was a marketing director in Motorola.  She has facilitated over 510 customer service workshops for a Hong Kong listed financial institution, Chanel, CLP Power, Dimension Data, Hewlett-Packard, Hong Kong Trade Development Council, Hongkong Post, Lloyds TSB Pacific, Maersk, Mercedes-Benz, Sea-Land Orient Terminals, Tai Fung Coach, The Hong Kong Mortgage Corporation, Thomson Reuters, Toppan Vite, Schlumberger and Wyeth. She has also trained many participants from adidas, AIA International, Havi Food Services, Hitachi Elevator, Hong Kong Airport Services, Hong Kong Government (Electrical and Mechanical Services Department, Environmental Protection Department, Government Logistics Department, Hong Kong Monetary Authority, Hong Kong Police Force, Lands Department, Office of the Communications Authority, Land Registry, etc), Gucci, International SOS, Johnson & Johnson, Kao, McDonald's, Nike, Ocean Park, Roche, Swire Coca Cola, The Dairy Farm, The Hong Kong Jockey Club, Thomas Miller and many others. She is also a certified instructor for American Management Association, Dun & Bradstreet, Motorola University, PA Consulting and Wilson Learning.  Audrey is fluent in English, Putonghua, Japanese, Cantonese and many other Chinese dialects.
WorldBridge Training Centre, 160 Lockhart Road, 1902 Yue Xiu Building (1 min walk from Wanchai MTR A1 Exit)
9:00am - 12:30pm
Complimentary refreshments
HK$1,300 per participant. Discounted price of HK$1,188 per participant for enrolment one month before date of workshop or for groups of two or more