Telephone Techniques and Handling Difficult Callers

Target Audience
– Division 2 & 3 Officers or Executive, Junior Executive & Support Staff.

Course Objectives
At the end of the programme, you would be able to:

Programme Objectives

  1. Practise the technique to maintain a positive attitude in the telephone interaction with callers
  2. Apply the technique etiquette to project a professional image of yourself and SPF
  3. Practise the use of right vocal tone and cooperative service language to establish a positive relationship with callers
  4. Apply the CLEAR guidelines to diffuse angry/irate callers situations
  5. Apply the techniques to manage your emotion and the emotion of callers in difficult situations
  6. Use the techniques and guidelines to deal with challenging callers on the phone


Course Duration
1 day (8 hours), 9:00am – 5:00pm.

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Course Content

1. Service Starts with ME!
– Attitude – why is it important
– How to maintain a positive attitude

2. Project a professional image by using the right telephone attitude
– Greeting
– Put a customer on hold
– Propose a call back
– Make outgoing call
– Closing the call

3. Developing core skills in telephone handlings
– Your vocal and verbal communication
– Listening and Questioning skills

4. Handling difficult customers situation
– The CLEAR approach to handling irate customers
– The 4 steps to managing your own emotion
– Approach in responding to the negative emotion of customers

5. Techniques to handle challenging callers

Training Methodology
Highly interactive, activity-based training with discussion sessions, lectures and role plays where participants will get a chance to practice in a low stress peer environment new skills they can use to make presentations.