Telephone Techniques ISI-1171
To the person on the phone, you are the company you represent.
- 0 upcoming dates
- $350 per seat
About this class
This workshop will go far in helping you develop the basic skills you need to be an effective professional person on the telephone. This course is appropriate for new employees in a telephone-based customer service role in any industry or current employees in this role in need of developing these skills.
Through this workshop participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole.. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this workshop a great investment.
What you'll be able to do
- Aspects of Phone Etiquette
- Using Proper Phone Language
- Eliminate Phone Distractions
Course outline
Module 1Aspects of Phone Etiquette
- Develop and improve business relationships
- Increas e profits
- Save time and money
Module 2Using Proper Phone Language
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module 3Eliminate Phone Distractions
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
- Minimize Multi -Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt
Download the full outline (PDF)
Before you attend
None
Run this for a team
Private cohorts run on your dates, at your site or online, with the labs pointed at your environment. Above about four people it usually costs less than buying seats.
More soft skills classes
Accountability in the Workplace
- $395 per seat
Communication Strategies
- $695 per seat
Conflict Resolution
Learn how to deal with difficult people.
- $395 per seat