Telephone Skills from A to Z

Description:

The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

Your company’s reputation is on the line–literally. Make proper exceptional phone skills a standard throughout your organization with this practical guide. This course walks through how to adopt a professional, friendly tone from the initial greeting to the final good-bye–and how to handle whatever arises in between.

Duration: One Day

Table of Contents:

Introduction

Attitude: It’s Your Choice

Be Friendly Before You Know Who It Is
Buffer Words
Bureaucratic Bounce

Call Centers
Cellular Phones
Cliff-Hangers
Company Jargon
Controlling the Conversation

Don’t Be Too Busy to Be Nice

Eight Great Hates
Email
Emotional Leakage

Fast Talkers
Five Forbidden Phrases
Foreign Accents
Front-Line Operators

Getting a Phone Number
Gum Chewing

Hold
How Can I Help You?

I Don’t Know
Internal Calls
Internet
Irate Callers
I.Q. Test
I’m Sorry

“Just a Second”

K.I.S.S. Method

Leave a Good Last Impression

Message Mangling
Message Taking 1
Message Taking 2
Mirror on Your Desk
Music (or Announcements) on Hold

“No” at the Start of a Sentence

Obscene Phone Calls

People Before Paperwork!
“Please…Thank You…You’re Welcome”
Public Sector

Quality Is a Four-Letter Word

Receptionist
Returning Phone Calls
Rushing Callers

Screening Calls
Six Cardinal Rules of Customer Service
Slow Talkers
Smile
Speakerphones
Swear-Stoppers

Three-Part Greeting
Tone of Voice
Transferring Calls

Unavoidable Delays in Answering

Voicemail–Curse or Cure?
Voicemail General Tips

We Are Customers to Each Other
“We Can’t Do That”
Welcome Guest

X-Rated

“You’ll Have to…”

Zest