15 FEB
12 APR
6 JUN
24 AUG
18 OCT
13 DEC

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 advanced telephone techniques and effective communication skills to handle difficult situations. There will be many video case-studies and experience sharing to enhance learning. During the training, participants will know how to create a positive first impression for the success of the company through verbal and non-verbal cues; learn to smooth the path of irate callers; and develop a professional pride in providing effective and efficient service over the telephone. Participants will also obtain tips to release stress and improve self-motivation at work.



What our Participants say:

"Helps me better promote nurse-client trust relationship and handle clients' complaints"

... Lee Ka Yan, Queen Mary Hospital
Phone Behaviour for Effective Communication

"It is a class to motivate people on how to deal with the unexpected situations during work"

... Choy Ka Man, Carmen, Spin Master Toys Far East Ltd
Phone Behaviour for Effective Communication

"In the past few days, I have tried to apply what I've learned from the workshop in my workplace and it was great when I used the positive wordings. As you mentioned, the most important thing is to ask a right question to get the true answer. I have found that this is really tough as it's hard to consider all the circumstances beforehand when the client is right in front of you. I think it will take time. Nevertheless, I appreciated all your sharing during the workshop and look forward to seeing you again, maybe in another training in the future. Keep in touch! Wish you all the Best."

... Michelle Liu, Royal Hong Kong Yacht Club
Phone Behaviour for Effective Communication

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

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

Receptionists, administrative staff, secretaries and customer service frontline 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. Projecting a positive and professional image through the phone
  2. Placing and receiving calls effectively
  3. Vague and negative phrases you must never use
  4. Controlling the conversation and time spent
  5. Effective questioning techniques
  6. Handling angry callers
  7. Dealing with stress and improve self-motivation
About the facilitator

Audrey Loh is a professional facilitator with over 10 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 100 customer service in-house workshops for a listed financial institution, Hong Kong Trade Development Council, Hong Kong Post and Schlumberger. She has also trained many participants from adidas, Havi Food Services, Hitachi Elevator, Hong Kong Airport Services, Hong Kong Government EMSD, Office of the Telecommunications Authority, Land Registry, Maersk Shipping, Nike, Police Officers' Club, Police Sports and Recreation Club, Sea-Land Orient Terminals, Swire Coca Cola, Thomas Miller, Thomson Reuters 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, 200 Lockhart Road, 13/F Tung Sun Commercial Centre (3 mins walk from Wanchai MTR)
9:00am to 12:30pm Refreshments included HK$1,190
per participant 		Discounted price of HK$990 per participant for enrolment one month before date of workshop or for groups of two or more