Training Programs

Utilizing Effective Phone Techniques

Studies show that customers who enjoy doing business with your organization do so to a great extent because of the way they are treated on the telephone. In many cases, the first contact a customer, or potential customer has with your organization is by telephone. Simply stated, in the mind of the caller, your employees are the organization.

This practical seminar will provide participants with the tools they need to leave your customers with a positive image of your company. Participants will understand their importance as a public contact person; learn to work with the customer by using better communication skills; practice techniques for dealing with difficult personalities; and identify strategies to help build a positive organizational image. The results will be increased client satisfaction, higher employee self-esteem, and greater productivity for your organization.

Key Topics:

• The important role of the telephone in providing service

• Telephone etiquette quiz

• Self-esteem's role in the telephone communication process

• The importance of listening skills

• Selecting appropriate questioning techniques

• Telephone stress test

• Dealing with the challenging customer

• The art of negotiation to achieve positive outcomes

• Action plan to enhance telephone effectiveness