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HANDLING CHALLENGING PHONE CONVERSATIONS

IBF Programme Code: P200316LPO
B11.SERVICE CHALLENGES – LEVEL 3

Most frustrated people may come across as being overly assertive or aggressive at the beginning of a call because they want to ensure that you know how they are feeling. Therefore, it is very important to listen to what they are saying before you start to respond or attempt to resolve their issues.

This course provides you with a framework in managing challenging phone conversations effectively, using techniques such as vocal control, empathetic listening and asking the right questions. Participants will also learn how to engage in a conversation based on relationship-building, instead of just trying to ‘resolve the issue’.

Handling Challenging Phone Conversations helps to develop customer relationships that build customer loyalty and confidence through the following areas:

  • Know your customers, products and services
  • Establish rapport over the phone
  • Avoid service pitfalls
  • Recognise service and sales opportunities
  • Handle service challenges effectively

This programme has been accredited by IBF to be conducted over face-to-face and over virtual classroom.

CERTIFICATION

Learners who complete the programme will receive a Certificate of Completion from Monochrome Learning Solutions.

WHO SHOULD ATTEND

This course is suitable for team members (sales, service and ops) who have frequent telephone contact with internal and external customers.

IBF ACCREDITATION

The IBF Standards are a set of competency standards for financial skills. These Standards are developed in partnership with industry leaders and provide a professional development and skills roadmap for financial sector practitioners to excel in their respective job roles. They currently cover 12 industry segments in the financial sector.

Handling Challenging Phone Conversations has been accredited under the Skills Framework for Financial Services, and is eligible for funding under the IBF Standards Training Scheme (IBF-STS), subject to all eligibility criteria being met. Participants are advised to assess the suitability of the programme and its relevance to their business activities or job roles.

IBF subsidies of courses are as follow:

  • 90% subsidy is applicable to courses conducted between 8 April 2020 to 31 December 2021 and completed no later than 31 March 2022
  • 80% subsidy is applicable to courses conducted between 1 January 2022 to 30 June 2022 and completed no later than 30 September 2022

Singapore Citizens aged 40 years old and above will continue to be eligible for 90% co-funding of course fees, subject to prevailing grant cap.

For company-sponsored individuals, the Training Allowance Grant will apply to IBF recognised courses that commence on or after 8 April 2020, up to 30 June 2022, and must be completed no later than 30 September 2022.

Find out more on www.ibf.org.sg

 

IBF ENHANCED FUNDING

  • 90%

    FUNDING FOR ALL IBF ACCREDITED COURSES THAT COMMENCE BETWEEN 8 APR 2020 & 31 DEC 2021

  • Course Fee - Handling Challenging Phone Conversations

  • Full Course Fee

    $400.00
  • Full Course Fee with GST

    $428.00
  • Nett amount after Funding (incl. GST)

  • 90% subsidy applicable to courses between 8 April 2020 to 31 December 2021 and completed no later than 31 Mar 2022

  • Singapore Citizens & Permanent Residents

    Self-Sponsored $42.80
    Corporate $68.00

  • Others

    $428.00

  • 80% subsidy applicable to courses between 1 January 2022 to 30 June 2022 completed no later than 30 September 2022

  • Singapore Citizens & Permanent Residents

    Self-Sponsored $85.60
    Corporate $108.00

  • Others

    $428.00

ELIGIBILITY FOR IBF FUNDING

Self-Sponsored Individuals

  • Singapore Citizens or Singapore Permanent Residents physically based in Singapore
  • Participant has to complete at least 75% attendance and pass all relevant assessments
  • MCLS reserves the right to recover the funded amount from the participant if he/she did not meet the eligibility criteria

Corporate

  • Singapore Citizens or Singapore Permanent Residents physically based in Singapore
  • Company must be Singapore-based financial Institutions regulated by MAS (licensed or exempt from licensing by MAS) or FinTech firms certified by Singapore FinTech Association
Course Fee:
S$428.00
After IBF subsidies, you only pay:
  • S$42.80 Nett (Individual)
  • S$68.00 Nett (Corporate)
On top of the subsidies, you are also eligible for the following training grants:
  • S$80.00 TAG via your ORG from IBF
8.0 Hours (CPD Hours)
Upcoming Runs

Please email us to register your interest and we will follow up with you as soon as possible. Thank you.