The Art of Inbound Calls - Effective Customer Service

Frank Bateman

This course will provide an in-depth knowledge and experiential learning on how to handle angry or difficult customers over the phone and turn them into happy customers.

Price

RM560.00

HRDC Claimable, corporates only

Certificate of Completion

8 Hours

Classroom

1 Day: 10am - 6pm

What to Expect

Participants will get a better understanding on why customers are angry and the correct steps to handle their complaints to turn them into happy customers

Who Should Attend This Course

This course is designed for frontline employees and call center individuals

Prerequisites

English Language Proficiency

General Program

Introduction and Icebreaking Session
Understand Why Are Customers Angry
Overview of How to Handle Angry Customers
Listen Actively
Staying Calm
Taking Positive Action
Closing with Enthusiasm

Will I get a certificate at the end of the course?
Complete Reskill Programs: Absolutely! The certificate will be issued by airasia academy and powered by Google Cloud.
Byte Sized Courses: Yes, we will award you with a certificate for all byte-sized courses with EIGHT (8) learning hours and above. The certificate will be issued by airasia academy and powered by Google Cloud. If you completed less than 8 hours, no certificate will be given.
BINA Digital: Yes, we will award you with a certificate upon full attendance of the programme. The certificate will be issued by airasia academy and powered by Google Cloud.
Can I get a job after attending the course?
The certificate from airasia academy is recognised by the industry which is sufficient to land you a job. But, if you manage to stand out and earn excellent results, our trainers may recommend you to companies within the airasia group and Google Cloud ecosystem, or to their extensive network of businesses. That means you will have a good shot kickstarting a new career!
To whom can I refer to gain more insight into the courses?
You may drop us a WhatsApp message at 010-5008787. Kindly take note that our working hours are 9 am - 6 pm from Monday to Friday and our friendly team will reply to you as soon as we can. However, do expect a slight delay in replying to enquiries over the weekend. Or you can follow our social media accounts @airasiaacademy (Facebook, Instagram, Linkedin)
What payment methods do you accept?
We currently accept both debit cards and credit cards. We're also happy to announce that we now have interest-free* instalment plans!
*Interest-Free Instalment plans are currently available for ILT courses only, and applies to Maybank and Public Bank credit card holders, with a minimum purchase of RM500 and above.
Do you offer any free learning resources?
Yes, we do! Kindly refer to the Resources page. We have conducted free introductory sessions via our YouTube channel where you can watch it anytime and anywhere.

Meet your instructor

Frank Bateman

Frank is a certified HRDCorp Trainer in a career spanning 35 years in Sales and Customer Service. He rose up the ranks in a Swedish Sales organization and was the Product Head and Senior Head of Training for the Business School covering the ASEAN region.

He is an ardent believer in soft skills trainings as these interpersonal skills are vital to create a positive and functional working environment by having staff positively interacting with each other. Frank made his way into AirAsia Academy in 2007 and headed the soft skills trainings, ensuring the organization's culture cascaded down to all staff.

Frank is an experienced trainer and has held various managerial positions in Customer Service whilst also conducting various soft skills trainings. He is passionate about developing soft skills and people skills as these are key factors that can lead to job success.

Price