As someone who utilizes the telephone as a primary source of business transactions, you are on the front lines, in the most important position within your organization.

 

Your phone behavior can dictate what your customers think of your company. Your challenge

is to be an effective representative of your organization. Could our telephone skills training help you?

 

The Telephone Skills learning session enable the participants to understand that it is essential that they represent their organization in a professional and friendly way. Clear and effective communication is essential to ensure that the business is not lost. Every customer calling your organization should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Customers who are not handled well damage your reputation and take their business to the competition.

 

 

Our half-day Free Customer Service Phone

Skills seminar is an intensive and highly

interactive crash course in how to successfully

serve customers by phone.


Your staff will learn how to apply sophisticated active listening skills, how to modulate their tone of voice, and how to identify different personality types through conversational cues.

 

 

 

 
 
 
 
 
 
 
 
 
 
Professional Telephone Skills
and Etiquette in the Workplace
 
 
July 14, 2017
AM Learning Session
8:30 AM to 12:00 NN
AIM CONFERENCE CENTER
Benavidez corner Trasierra Streets, Legaspi Village,
Makati City, Philippines
 
 
 
REGISTER NOW! CALL US AT
877-6502 / 832-1409
370-9961 to 63
(Globe) 0917-3257870
(Smart) 0919-6142598
 
 

 

One of the most downplayed touchpoints in company-customer interaction, particularly in providing a great customer experience, is telephone conversations. It’s not all the time that customers or even potential customers speak with customer service providers face to face. There are instances when they need to call first or can only really speak over the phone given their situation.


Therefore, organizations must also focus their resources on educating, equipping, and encouraging their customer service department personnel, particularly their frontline staff, on the best practices in putting their customers in an investment-worthy telephone experience that exceeds their expectations and strengthens their relationship with the product or service provider through its front office employees.


This 4-hour allows the target participants to experience learning that is centered on the strategies and techniques that make customers and would-be customers alike happy, satisfied, contented, and therefore, loyal users of products and patrons of services.

 

 

 

The specific objectives of this unique fun-filled learning experience are;
  • Set a great first impression when opening the call;
     
  • Listen to the caller’s reason for calling actively and comprehend the message;
     
  • Ask the right probing questions the right way in order to formulate an excellent resolution plan;
     
  • Respond with the most relevant and intelligently-thought messages;
     
  • Apply telephone etiquette and courtesy;
     
  • Handle customer complaints like a true professional;
     
  • Handle and control the call with efficiency; and
     
  • Leave a long-lasting; positive impact when closing a call.
     

 

Key Benefits from Attending this Learning Session
 
KNOWLEDGE/SKILLS:
  • They are now more confident and capable to assist their customers over the phone and give them a one-of-a-kind calling and customer service experience that shows respect and care towards both already-paying customers and potential clients
ATTITUDE:
  • They are going to realize, appreciate, and recognize the personal fulfillment that will be enjoyed exceeding customer’s expectations, making them happy, satisfied, and contented, and simply being able to help them with their reason for calling.
 
ENTERTRAINMENT GOAL:
 
In this session, your participants and your organization will be able to:
  • Apply chosen best practices in providing a wonderful customer experience from greeting to closing a call like:
     
    • The H.O.T. (High-Impact Opening Technique) in Greeting
    • The Fs of Active Listening and Comprehension
    • The P.R.E.T.TY Technique in Placing Customers on Hold
    • Varieties of Transferring Callers (Cold, Lukewarm, and Warm Transfers)
    • Ending the call with a Bang!
       
  • Recognize their most common Areas For Improvement (AFIs) in giving their customers a memorable experience over the phone and work on them with sincerity and passion
     
  • Appreciate and strengthen the benefits of making customers appreciate their calling and telephone customer service experiences that make them loyal and faithful to the company and its products and services.


 

 
This learning session is suitable to a wide range of professionals but will greatly benefit:
  • Frontline employees like receptionists and the like.
     
  • Call center employees providing customer service over the telephone.
     
  • Any other employee who uses the telephone to converse with customers, co-workers, suppliers/vendors/providers, and other stakeholders.
 

 
A. THE BEST AND WORLD-CLASS PRACTICES IN PROVIDING A WONDERFUL CUSTOMER TELEPHONE EXPERIENCE:
  • The H.O.T. (High-Impact Opening Technique) in Greeting
    • Prepare and Focus
    • Predict Success
    • Sound Passionate and Smile
    • Build Rapport Early
    • Thank them for their Time
       
  • The Fs of Active Listening and Comprehension
    • Focus
    • Feel
    • Fact-find
    • Let the customer Finish
    • Never Foretell
    • Formulate
    • Follow through
    • Recap Facts
    • Maximize Forms
       
  • The P.R.E.T.TY Technique in Placing Customers on Hold
    • Permission
    • Reason
    • Expectation
    • Time
    • Thank You
       
  • Varieties of Transferring Callers to Another Department or Dealing with Misdirects
    • Cold Transfer
    • Lukewarm Transfer
    • Warm Transfer
       
  • Ending the Call with a Bang
    • Extending Help
    • Leaving a Long-Lasting Impact
 
B. THE CRITICAL AREAS FOR IMPROVEMENT IN TELEPHONE CUSTOMER EXPERIENCE:
  • Becoming job or process-oriented instead of customer, solution, and experience-focused
    • Great customer experience and how it’s provided
       
  • Disregarding customer emotions or feelings through verbal cues
    • The power of acknowledgement
       
  • Knowing when to empathize and not just sympathize depending on the customer’s situation
    • The empathy process
       
  • Pacifying irate customers and dealing with their difficult attitudes and behaviors
    • Why customers respond or behave the way they do
    • Emotional control for employees
       
  • Replying/Explaining with negative responses and insensitive tone of voice
    • Positive framing
    • Matching situation with the right emotions
 

 

This session will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes Interactive discussions, Immediate application exercises, Group dynamics, Multi-media learning, EnterTrainment at its Best!

 

 
 
 
“Share this information and build up

more winners at work!

 

 

 

 

Learning Investment for this Half-Day Learning Session

 

Regular Rate : P 3,988 + VAT

 

Register Now for the FREE Learning Session

and pay on or before June 19, 2017

 

 

Pay only P 698 + VAT per seat / Learning Session
(Minimal fee includes Certificate, Snacks and Venue Rental)
 
 
 

 

To ensure a hassle-free payment experience
and to avoid long queue at the cashier on the day
of the event, we encourage you to pay on or before
the deadline June 14, 2017.
Or pay On-site Rate of P1, 498 + VAT
 

 

 

If you are looking for High-Impact Telemarketing Skills, Inside Sales, and Telesales Techniques, and Strategies to Make Telephone Selling and Cold Calling Easier and More Profitable, This FREE learning session is for you!

 


This Telesales and telemarketing free learning session takes a practical approach in terms of enhancing skills that are imperative for Sales and Service professionals to perform both their functions confidently. Learning of each key element of Telephone Sales, Handling Objections, Closing and Cross Selling has been included, in order to give the professionals a complete understanding of how to apply the required skills.

 

 

 
 
 
Mastering Telesales: 
The Keys to Becoming a Better Telemarketer
 
 
July 14, 2017
PM Learning Session
1:30 PM to 5:30 PM
AIM CONFERENCE CENTER
Benavidez corner Trasierra Streets, Legaspi Village,
Makati City, Philippines
 
 
 
REGISTER NOW! CALL US AT
877-6502 / 832-1409
370-9961 to 63
(Globe) 0917-3257870
(Smart) 0919-6142598
 
 
 

 

Selling is already difficult. However, it’s even more challenging when it’s done over the phone where the seller can’t see the buyer and can only hear his/her voice and vice versa.

Body language, facial expressions, and hand gestures are all very crucial in building rapport with potential customers and being able to persuade them more effectively. So, how can closing a sale or a deal be possible over the phone when telesales staff is faced with this signification limitation?
What are the keys to success to selling over the phone and simply becoming a much better and more results-oriented telesales practitioner?

This 4-hour learning experience aims to educate, equip, and encourage the beneficiaries on the needed cognition, competencies, and character to contribute to their company’s bottom lines, profit that is, through telesales.

 

 

 
Key Benefits from Attending this Learning Session
 
KNOWLEDGE/SKILLS:
  • They are now more capable, confident, motivated, and inspired to keep on selling and closing deals over the phone and counter possible caller skepticism, objections, and hesitations through value-adding approaches, methods, strategies, and techniques in telesales.
 
ATTITUDE:
  • They are going to possess the mentality of a winner who doesn’t only know what he/she needs to do to sell over the phone and how to do it well but is also guided by his life and career goal/s, determination, perseverance, optimism, and other positive sales values necessary to master telesales.
 
ENTERTRAINMENT GOAL:
 
In this session, your participants and your organization will be able to:
  • To digest and try out the psyche of an ideal telesales professional who can sell despite the odds and even in the worst stress and pressure
     
  • To start applying and mastering different experience-proven and time-tested best practices in the sales process
     
  • To love one’s role and make this role love them back in the form of results by showing passion, resilience, self-improvement, and progressive levelling-up.
 

 

This learning session is suitable to a wide range of professionals but will greatly benefit:

  • Inbound and outbound telesales and even telemarketing employees.
     
  • Supervisors and managers in the telesales/telemarketing departments.
     
  • Instructional program designers and corporate trainers of telesales/telemarketing programs.
 

 
A. THE PSYCHE OF A TELESALES MASTER
  • Inviting Sales through Success Attraction
    • The Cs of Attracting Success in Telesales
    • Tools in Success Attraction
       
  • The ‘So What? Next!’ Mentality in Telesales
     
  • Stress and Pressure Are Just in the Mind
     
B. WE DON’T SELL, WE COUNSELL: SOLUTION-BASED SELLING IN TELESALES
  • Performing Solution-based Selling
    • It all starts with Building Rapport
    • To sell, don’t sell
    • Listening actively does the trick
    • Personalize your response and solutions
    • Using the ‘Subtle Threat’ technique
       
C. BEST PRACTICES IN TELESALES:
  • Upselling
     
  • Cross-Selling
     
  • Greeting and Closing
     
  • Turning Unwelcoming Gatekeepers to Willing Gateopeners
     
  • Verbal and Visual Keys of Telesales: What to Say and How to Sound
     
  • Engaging Prospects and Establishing Connection
     
 
D. ‘NEGOSYO’ATE: HOW TO PROPERLY NEGOTIATE OVER THE PHONE
  • Goal
     
  • Relationship
     
  • Trades
     
  • Alternatives
     
  • Expectations
     
  • Consequences
     
 
E. DEALING WITH OBJECTIONS AND CONVERTING OBJECTIONS TO OPPORTUNITIES:
  • Understanding How Customers Think
     
  • Common Objections and How to Handle Them
 

 
This session will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes Interactive discussions, Immediate application exercises, Group dynamics, Multi-media learning, EnterTrainment at its Best!

 

 

 

Learning Investment for this Half-Day Learning Session

 

Regular Rate : P 3,988 + VAT

 

Register Now for the FREE Learning Session

and pay on or before June 14, 2017

 

 

Pay only P 698 + VAT per seat / Learning Session
(Minimal fee includes Certificate, Snacks and Venue Rental)
 
 

 

To ensure a hassle-free payment experience
and to avoid long queue at the cashier on the day
of the event, we encourage you to pay on or before
the deadline June 19, 2017.
Or pay On-site Rate of P1, 498 + VAT
 
 
 
“Share this information and build up

more winners at work!

 

 

 

 

 
MYRON “My” S. STA. ANA, BBTE
Sole Proprietor, Myron Sta. Ana Training and Consultancy Services
Founding Publisher & Executive Editor, Mandirigmang Pinoy Online
Operations and Learning & Development Consultant, Spintel Australia
Certified Trainer, CHED and IVP Philippines
Veteran Training Generalist, Call Center & BPO Industries
 
Public speaking is a rare talent. Very few are blessed with the charisma and eloquence that magnetize a crowd towards their speech. Mr. Myron Sta. Ana is one of them. 
 
 
 
Mr. Sta. Ana is a natural public speaker. He specializes in motivational, inspirational and keynote speeches. He also conducts corporate training programs to professionals. He offers customer service, communication improvement, self-development and work productivity trainings. Also, his crowd-drawing speaking skills and friendly vibe made him an excellent events host. 
 
The Antipolo-based stage extraordinaire excels in conducting seminars particularly on customer service/telesales. His knowledge on the subject matter is vast. He is a master of Telephone Etiquette, Telephone Skills, Positive Scripting/Phraseology, Pacifying an Irate Customer, and Service with a Smile. He is also a former Senior Communication and Customer Service Trainer of an Indian family owned international company called Hinduja Global Solutions (HGS). During his tenure there, he tied up with big-time companies like Sony, American Express and AT&T; just to name a few. In fact, during the early years of his career, he worked as a customer service associate and that was where he sharpened his skills on the subject matter.
 
Some of the highlights of his prestigious career include several multinational companies like Lenovo, Mazda and Ford who benefited from his God-given talents. He is articulate not only in his speeches but also in writing. In fact, he is the founder and editor of the boxing website www.Mandirigmang-Pinoy.com. 
 
“SUCCESS is only given to those who deserve it. Who are those who deserve it? Those who never give up no matter what and believe that that elusive dream is achievable. It just takes a little while.” The consistent achiever created that quote and believes it wholeheartedly. It drives him towards greatness. However, he does not keep his knowledge to himself. He shares his mind with people by getting up on stage and connecting to them.
 
In short, Mr. Myron Sta Ana is an artist and the stage is his canvass. When he is on stage, every phrase that comes out of his mouth is like a stroke of Leonardo Da Vinci’s paintbrush. When he starts talking, it is best to keep quiet, sit back, relax and listen.
 

Some of the rave reviews from the previous run of 
Excellent Customer Service Over the Phone

and Mastering Telesales: The Keys to Becoming

a Better Telemarketer

 

 

 

“I really liked the way Mr. Myron spoke to us and how he discussed the topic cheerfully and attentively. He is an excellent speaker! He knows what he’s saying and even gives us more information regarding the topic. Also, the ARIVA! staff are there when you need assistance.”
-Vanessa Santos

 

 

 


“Sir Myron is clearly an expert on the subject matter. He gave more examples in “tagalog” for those who are more comfortable in using tagalog when doing their telemarketing. I really liked the practical side of the learnings and how the facilitator engaged his listeners. The ARIVA! staff are courteous and approachable as well.”
-Cris Ferrer

 

 


“The speaker is very lively! He makes sure that we are able to follow his presentation and he also relates the topics to reality. He’s very knowledgeable and fit to present this subject matter – Excellent Customer Service over the Phone. The ARIVA! staff are very hospitable and accommodating as well.”
-Ley Ilang-Ilang

 

 

 

 

“I liked best the smiles of the ARIVA! staff and the continuously improving learning sessions they provided! ARIVA! is very accommodating too!”
-Desherie Avila

 

“I like the mastery of the facilitator. His examples are aligned with the topic. Practically, Mr. Myron hit his goal! We are not just motivated, we are disturbed! The organizers are accommodating and they demonstrated excellent customer service!”
-Jean Anrey S. Domingo

 

 

 

 

“The speaker did great and he explained the topics really well. I really like the topic about the benefits of smiling! We learned a lot on how to become an excellent customer service representative. ARIVA! is very good in the way they entertain the participants during the seminar.”
-Angelica P. Salarda

 

 

 

“What I liked best are the informative and practical points of the topic. The speaker is not boring and I like the way he talks. ARIVA! is organized and attentive to their participants. Keep up the good work and more power! Continue to educate people.”
-Aimie G. Zamora

 

 

 

 

 

 

 

“What I liked best is that the venue is clean and I can already claim the certificate even though the seminar was not yet finished. The food is also good too! The speaker was not boring and the ARIVA! staff are very approachable.”
-Mary Jane Catome

 

 

 

 

 

 

“The topic is what I liked best. It’s appropriate and applicable. It’s also a big help for me as a coordinator. The speaker is very knowledgeable of the topic and he was able to incorporate its practicality. He presented it in a way that’s simple and understandable. ARIVA! is always so organized.”
-Neri Mozo

 

“I gained knowledge and new insights about customer service. Mr. Myron Sta. Ana was able to interestingly discuss all the topics. He made me appreciate or should I say re-appreciate my calling – Customer Relations / Service. ARIVA! is very accommodating and highly organized.”
-Ma. Teresa C. Tresiana

 

 

 

 

 

 

   NOTES:

 

Prepaid participants are guaranteed to have seats and
Learning Session materials

  • Please take note that seats for this learning event are limited. On-site payment is
    highly discouraged. Participants who settled their registration fee prior to
    the day of the event will be guaranteed to have seats and learning materials.
  • Walk-in participants and those who have reserved seats but will only pay on
    the day of the event shall be on the waiting list. Seats and learning materials shall
    be subject upon availability.
  • ARIVA Academy Philippines, Inc. reserves the right to refuse participants unfavorable
    to our organization.
  • We reserve the option to cancel or reschedule a learning event if the minimum number of participants is not met.

 

Promise of Employment or Employment Contract Disclaimer:

 

Receipt of this email to participate and/or register in any of the learning activities/events organized by Ariva! Events/Ariva Academy is only an invitation to the recipient to participate and/or register in the learning activity/event and should not in any way be construed as constituting a promise for employment or a contract of employment of any kind,

either express or implied, by ARIVA! Events/Ariva Academy or third party clients

of ARIVA! Events/Ariva Academy.

 

 

 

 

 
  • For your convenience, you may deposit your payment at any branch of METROBANK and BANCO DE ORO

            METROBANK ACCOUNT:

            Account Name: ARIVA ACADEMY PHILIPPINES, INC.

            Account Number: 081 – 3 – 08148682 – 5

            Our METROBANK Branch: Doña Soledad Avenue – Bicutan Branch

 

            BANCO DE ORO ACCOUNT:

            Account Name: ARIVA ACADEMY PHILIPPINES, INC.

            Account Number: 0 0 2 4 0 0 1 5 9 2 2 6

            Our BANCO DE ORO Branch: Better Living Branch

 

  • Please fax your validated deposit slip with your company name, contact person and contact numbers.
     
  • For Non VAT Companies, a copy of certificate of exemptions is required
     
  • Once we receive your reservation, cancellations made seven (7) days before the learning event will be charged 20% of regular rate as administrative fee.
     
  • Cancellations made a day before or no-show during the learning event will be charged 50% of regular rate as administrative fee and hotel reservation fee. However substitution may be made at any time before the learning event.
     
  • Creditable tax certificate (or Form 2307) should be attached to your payments if you intend to subsidize the withholding tax. Please withhold only 2% as we classified as sub-contractors for training or supplier of services to top 10,000 corporations. ARIVA Academy Philippines, Inc. TIN: 009-206-771-00000
     

 

To ensure a hassle-free payment experience
and to avoid long queue at the cashier on the day
of the event, we encourage you to pay on or before
the deadline June 14, 2017.
Or pay On-site Rate of P1, 498 + VAT
 

 

A  Value-Added Feature From ARIVA ACADEMY

 
We specialize in customizing our learning events exclusively for the 
needs of your people and organization.
 
All our learning events and seminar-workshops may be customized to meet your business goals and delivered on-site for your convenience.
 
Find out how we can assist you in providing customized solutions to your toughest business needs and challenges.

 

Call us at

370-9964
(Globe) 0916-6954418 

Look for IRISH MALONDA

 

Click to view complete list of programs…

 

 

 
FOR MORE INFORMATION,
EARLY REGISTRATION AND FOR SPONSORSHIP OPPORTUNITIES,
CALL US AT

 

 

 

ARIVA Academy Philippines, Inc.

877-6502 / 832-1409
370-9961 to 63
 
 
(GLOBE)
0917-3257870
0915-9420184
 
(SMART)
0919-6142598
 
 


Email:
SuccessSeminars@Ariva.com.ph

R E G I S T E R   O N L I N E:
www.Ariva.com.ph

 

 

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your trust and confidence in us. 
Thank you!
 

 

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