電話が苦手な新卒初心者が、相手から「ありがとう」と言われ喜ばれる電話対応基本スキル

Course Overview & Instructor Introduction: Get a comprehensive understanding of the course and meet your experienced instructor.

Mastering Phone Etiquette: Learn the complete flow of professional phone communication. This includes:

• Answering techniques: Project confidence from the first ring.
• First impressions: Craft a welcoming opening.
• Summarization & Confirmation: Accurately relay information.
• Repeating Information: Ensure clarity and understanding.
• Holding Procedures: Properly manage call holds.
• Taking Messages: Efficiently record and deliver messages.
• Call Closing: End calls professionally.

Essential Japanese Politeness (Keigo): Develop a strong understanding and practical application of Japanese honorifics. Explore:

• Sonkeigo (Respectful Language)
• Kenjougo (Humble Language)
• Prefixes & Suffixes
• Polite Language
• Euphemisms

Effective Customer Complaint Handling (Part 1): Build a solid foundation for resolving customer issues. Key areas covered:

• Core principles of complaint resolution.
• Active listening skills.
• Proposing solutions.
• Providing constructive feedback.

Effective Customer Complaint Handling (Part 2): Learn the step-by-step process for handling customer complaints:

• Apologizing sincerely.
• Demonstrating active listening.
• Verifying facts.
• Showing empathy.
• Asking clarifying questions & summarizing the issue.

Real-World Complaint Handling Examples: Analyze practical examples of customer interactions to refine your skills and learn effective strategies for resolving difficult situations.