CEUs: 0.35

Related Topics (Customer Service):

• Be a Customer Service Superstar

• Managing the Angry Public

The first impression about you and your organization often comes over the telephone.  It is critical that the first contact be positive and professional.  In this half-day session, you’ll learn the essential skills that make or break telephone interactions. 

Length:  One 4-hour session

Instructor:  DuPonte

Who should attend: Employees who have front-line responsibility for telephones and other employees who depend upon the telephone to accomplish their job.

Benefits:

• Project a credible, professional image for yourself, your work unit, and your organization.

• Earn a reputation for positive customer relations.

• Improve efficiency in managing calls and follow-up activities.

• Build a strong foundation for career advancement.

Learning Outcomes:

By the end of this program, you will be able to:

• Describe the differences between face-to-face communication and telephone communication.

• List personal and organizational benefits of effective telephone communication.

• Identify solutions for challenging telephone situations.

• Describe individual and team attributes that create good telephone skills.

Program Outline:

I.          Telephone communication versus face-to-face communication

II.          The benefits of good telephone service

III.         Creating a positive telephone image

IV.        The A.S.K. Theory of good telephone service

V.         Key telephone skills

VI.        The difficult part—handling complaints, challenges, angry callers, or talkative callers.

VII.       The Golden Rule of telephone communication