Domain:
Compliance and Enforcement; Service Delivery; Our Core Competencies
Content Type:
Virtual Classroom
Course Code:
CRTSS12
Remark:
This is a blended programme comprising asynchronous (e-learning) and synchronous (instructor-led) components. Asynchronous learning will take place on LEARN Digital Classroom (LEARN DC), a one-stop space for you to access your virtual classroom sessions, programme-related online learning materials, quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
With effect from 1 Oct 2023, this programme is will no longer be eligible for the Frontline Service Allowance (FSA) scheme.
Who Should Attend:
You are a Singapore Public Officer who interact with customers on the phone.
Programme Overview
Love it or hate it, customers will continue to use the telephone as a means of communication to handle complex queries even in the face of digital transformation. It is therefore important that we learn effective telephone techniques, and excel in them, so that we our effectiveness, efficiency and professionalism can be experienced by the customers.
This will not only enhance your image as a professional in your job, but also the image of your organisation. The programme will also impart basic email skills for when you are required to follow up your telephone conversation in writing.
Learning Outcomes
- Recap the CARE Service Principles in the Public Service and its application in telephone interactions
- Articulate the importance of attitude and how to manage your attitude to stay positive and respond calmly in stressful customer situations
- Explain the 4 phases of telephone interactions and the service standards in the Public Service
- Apply the critical core skills needed in telephone interactions
- Apply the approach, and techniques to handle commonly encountered difficult customer situations
- Use the email guidelines and tips when following up over email with customers after the telephone interaction
Last updated:
You will be provided with reading materials for the topics to be covered. The content is largely based on the current workbook for face-to-face training; with modification to the exercises and activities which includes reflection, writing of experiences with customers and answering some questions before attending the virtual classroom.
"Everyone can answer through chat & annotation, it easy to use, less awkward as compared to classroom setting, class can move faster."
"I appreciate that a variety of software/techniques were used to keep us engaged (e.g. breakout rooms, sharing of experiences, videos etc)."
"The practical tips on how to better handle difficult customers over the phone call were very useful. The role plays and getting students to practise what they've just learnt are also very helpful!"
Need help? We are glad to help you
Find out how to contact us here.