TELEPHONE TECHNIQUES: THE CLEAR CONNECTION
Because the first contact clients or customers have with an organization is often over the telephone, training in appropriate telephone techniques is vital for personnel who represent the organization through telephone communications. The seminar is designed for anyone who represents an organization to the public through the telephone, including secretaries, receptionists, customer service representatives, and entry level staff.
Participants will learn how to:
 | Project an image that keeps customers and clients coming back |
| Turn complaints into more business |
| Be more confident and in control over the phone |
| Interpret what is really being said on the other end of the line |
| Reduce the time spent on most calls |
| Convey a professional image to clients, customers and suppliers |
Your Role as a Company Representative
| Responsibilities |
| Providing information |
| Handling complaints |
Your Professional Telephone Style and Personality
| Identifying the caller |
| Your opening remarks |
| Projecting a positive attitude |
Building Skills as an Effective Communicator
| Learning to listen louder |
| Asking questions |
| Avoiding killer phrases |
Special Situations
| Do's and Don'ts of using the phone |
| Turning around offensive remarks |
| Changing conflict to compromise |