Customer Delight through

Phone Conversation Workshop

893.3199697.4071
www.exeqserve.com
information@exeqserve.com
Unit 404 VGP Center
6772 Ayala Avenue Makati City

Customer Delight through Phone Conversation

In this era, Customer Experience will highly suggest the
performance of a business/ companys products and/
or services. Providing superior customer service that
will turn customers from satisfied to loyal to advocate
is the ultimate goal of any service provider.
Customers turn to a wide variety of platforms to get in
touch with their service provider or the company they
purchased a product from. According to Social
strand, 13% of customers contact companies via
eservice (web, social, chat), 18% via email, 29%
through writing or in person, and 40% of customers
prefer to contact a company by phone. Hence, those
who field incoming client communication via phone
should be equipped with the right amount of knowledge and skills to effectively handle different
situations and provide excellent customer service.
There are only 2 Cs that should happen in a phone call. First is Customer Service. Second is
Communication. The absence of nonverbal signals makes communication through phone very
challenging for both the customer and the representative. It takes a big amount of mastery of the
product and phone handling skills to successfully have both Cs in a call.
Myra Golden, a customer experience designer, mentioned the 4 biggest problems to todays
telephone customer experience: 1. Perception of apathy/rudeness; 2. No acknowledgement of the
customers problem; 3. No sense of urgency; 4. No personal connection
These four could be addressed by training front liners with soft skills needed such as Rapport Building,
Probing, Active Listening, Empathy, Paraphrasing, and Assertiveness. These, together with knowing the
phone handling cycle (Opening, Probing, Overcoming Obstacles, Resolution, and Closing) will help
the representatives in effectively handling phone conversations with customers.
Generating successful outcomes with customers over the phone does not have to be difficult.
Knowledge and skills should go hand in hand with the innate willingness to help others.
Phone Handling Basics
It is an 8hr workshop focused on identifying and practicing the soft skills needed in providing excellent
customer service via telephone
Objectives:
Identify the 2 Cs in Phone Handling
Enumerate the steps Phone Handling Cycle
Identify and practice the skills needed in each step
Highlight the importance of providing superior customer service through phone conversations
Effectively handle phone calls by applying the skills learned through mock calls
Methodology:
The 8 hour session largely utilizes experiential learning. Each topic starts with discussion of theories and
ends with activities/ practice sessions. Reinforcing of learning will be done through mock calls and
feedback.

Workshop Outline
Time
9:00-11:00

Activity

Objectives

Introduction
Ice Breaker: Human Bingo
Objectives
The 2 Cs of Phone Handling:
Communication & Customer Service
Phone Handling Skills Test

Set expectations
Establish the relevance of
communication and customer
service in phone handling
Gauge the level of the
participants skills in terms of
handling phone calls

Phone Handling Cycle

Opening: Building Rapport
Practice
Probing: Open and Close Ended Questions,
Active Listening
Practice

Describe how to appropriately

start a phone call
Identify the importance of
asking the right questions and
listening attentively

1:30-3:30

Overcoming Obstacles: Empathy, Paraphrasing,

Challenging Customers
Practice
Resolution: Assertiveness, Putting a call on hold,
Transferring/ Escalating a call
Practice

Understand how to deal with

different types of customers
Create a sense of urgency and
personal connection with
customers

3:00-4:00

Closing: Summary, Closing Spiel

Practice
Additional Tips

Appreciate the importance of

pleasantly ending a call
Describe other ways to
increase the level of customer
service provided to customers

4:00-5:00

Call Simulation

Apply the skills learned

Get on the spot feedback on
performance

11:00- 1:30
(inclusive of
lunch break)

Lead Facilitator

Marby Bustalinio
Learning and OCD Consultant
Marby Bustalinio is an ambassador of excellent Filipino talent. She's currently a Senior
Global Training Consultant for a top HR Outsourcing company in the APAC Region.
She has delivered training in the Philippines, Australia, & USA.
Her expertise in training focus on Communication and Soft Skills, Leadership
Development, Labor Laws, and System/ Technical Skills Development. She has with
her over 7 years of experience in the BPO industry where she was able to work with top
companies in the world.
Marby's passion for learning has kept her enthusiastic in everything that she does. She
considers this as her strength which she wants to share with others.
Marby is a mom to 3 beautiful kids whom she considers her treasure.
Her free time is spent in having quality time with her family. She's a bookworm and also
finds jewelry making an interesting hobby.
Member, PSTD
Member, Toastmasters International
Certified Master Project Manager, AAPM

EXEQSERVE & WORKPLACE LEARNING AND PERFORMANCE (WLP)

As we move forward to the new era, training & development is now evolving into what we call WLP or
Workplace Learning and Performance which is defined as the integrated use of learning and other
interventions for the purpose of improving individual and organizational performance. (Rothwell,
Sanders and Soper 1999) This means that the field goes beyond the traditionally singular focus on
individual knowledge, skill and attitudes (KSA) acquisition.
Why WLP? If you think about it, organizations invest time and resources for training and development in
the assumption that it will directly translate to improved business results. However, that is not always the
case. Trainers also realized that classroom training alone will not change behavior if the work
environment is not supportive of desired behaviors. WLP offers a holistic approach to training wherein,
they align the intervention to organizational goals.
The ultimate tests of success for the learning intervention are improved performance back in the
workplace and measurable business outcomes.
Source: Excerpts from A Competency Framework for the Filipino WLP Practitioners Today by Maribel
Aglipay

EXEQSERVE PROMISE
Our trainers and consultants expertise cover HR, Leadership & Management, Information Technology,
and Communication. They are eager to share with you their knowledge, experience, tools, techniques,
and formula for excellent performance.
Adhering to the principles of WLP, we are committed to become your strategic partner in making
training an initiative that is aligned to organizational goals and objectives.
ExeQserve training is not just another training, it is a solution. We recognize our responsibility in helping
you get the most out of your investment and recommend a comprehensive solution that will help you
achieve your objectives.
Heres how we propose to proceed:
1. Conduct an Executive Briefing to help you and your top management to understand and
appreciate the benefits of our program
2. Pre-workshop Assessment to further enhance the contents of the workshop and make it more tailor
-fitted to your organizations needs and objective
3. Conduct of Workshop using various learning methodologies including coaching and mentoring,
knowledge management, structured learning exercises, focused group discussions and action
planning. A unique feature we have during workshop is the personal best leadership project for
leadership workshops or the R.E.A.P (Re-entry Action Plan) for other workshops; where the
participants are encouraged to contextualize concepts and create their own projects to be
implemented back in the workplace. This will ensure that learning will be brought back and
applied to the workplace.
4. Submission of Post-workshop Report which includes a comprehensive account of the highlights of
the training intervention so as the facilitators observations and recommendations
5. Conduct a half-day follow thru session months after the workshop to reinforce participants
learning.

COMPANY PROFILE
ExeQserve Corporation started its operations in April 2007 and has, since then, grown and served a
number of clients belonging to different industries such as IT, Pharma, Retail. Finance and Service
Industries, among others.
Our services include Recruitment, Training, and HR Consulting. We believe that in having these 3
strategic business units will give organizations a wide-range of various HR solutions to choose from
under one roof.
Our people are committed to give value adding service through teamwork, customer intimacy, pursuit
of excellence, creativity and resourcefulness, and fun.

OUR VALUED CLIENTS

ACM Holdings
Aegis Services Philippines
Inc.
AFPMBAI
Asian Institute of
Management
Ateneo De Manila University
Atimonan Catv Services
Inc.
AVOcampo ATRKimeng
Insurance Broker
Ayala Land Inc.
Bayer Business Services
Philippines Inc.
Brenntag Philippines
Brent International School
Manila
Business Process
Outsourcing International
Inc.
Centrolink Services
Corporation
CheQ Systems Inc.
Chiyoda Philippines
Manufacturing Corporation
CMC Motors
Cobb-Vantress Philippines
Inc.
CPI Outsourcing
Cruise Ship Solutions Inc.
Davies Paint Philippines
Department of Labor and
Employment - NCR
DTSI Inc.
Eastgate Maritime
Corporation
Electrolux Philippines
Emerson Network Power
Energy Development
Corporation
Ensogo Philippines
Ever Bilena Cosmetics Inc.
Ever Gotesco Resources
and Holdings
Eximius BPO Services Inc.
Firefly Electric & Lighting
Corporation
Frey-Fil Corporation

Gearbulk Manila
General Milling Corporation
Generali Philippines
G-Force Dance
Management Inc.
Globe Telecom
Hafele Philippines
Harbor Star Shipping
Services Inc.
Health Comms Group
Holcim Philippines, Inc.
Honda Cars Philippines Inc.
Hyundai Asia Resources,
Inc.
iConcept Global
Advertising Inc.
Ideashop Manila
Innodata Inc.
Integrated Computer
Systems Inc.
Interactive Business Network
Alliance Inc.
InterContinental Hotels
Group
International Rice Research
Institute
Isenz Pharma
JFE Techno Manila Inc.
JT Moland Realty
Development Corporation
JX Nippon Mining and
Metals Philippines Inc.
Kettle Foods Corporation
Kraut Enterprises
LausGroup Holdings Inc.
Le Price International Corp
LF Philippines
Logica Philippines
MacroAsia Catering
Services
Magsaysay Maritime
Corporation
Makati Development
Corporation
Manila Jockey Club
Marina Sales Inc.
MaxiCare Healthcare
Corporation

Mc Donald's Philippines Golden Arches

Development Corporation
Mead Johnson Philippines
Megawide Megaworld
Corporation
New Sinai MDI Hospital
NNIT Philippines
NYK TDG eBusiness
Corporation
Oce Business Services
Philippines Inc.
Omnicom Media Group
One Mega Group
People's Credit and
Finance Corp
Pepsi University
Philippine Health Insurance
Corporation
Philippine Prudential Life
Insurance Company Inc.
Phinma Training Center
Prestige Paper Product
Ricoh Philippines
Robinsons Retail Group
RSCI Retail Institute
Rubicon Studios Manila
Rustans Commercial
Corporation
Silver Finance, Inc.
SEARCA
Sulit.com.ph
Sumidenso Philippines
Total Net Research and
Marketing Inc.
Toyota Otis Inc.
Ubiquitous Technologies
United Graphic Expression
Corporation
Universal Robina
Corporation
Wallem Maritime Services
Inc.
Wan Hai Lines Philippines
Inc.
Wealth Access
International
Wellness Pro Incorporated
Yamaha Motor Phils. Inc.