“Telephone Etiquette to Create the Right Impressions” Program
Fact: 88% of the Customers You Lose Left Because of Perceived Employee Indifference or Rudeness
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a giant difference to your customers and your profits. Our training helps your employees to develop and master the techniques that will enhance your
company’s image.
The program includes the following points:
- Assessing your communication skills
- Understanding the customer’s perception
- How your frame of mind affects your telephone persona
- Techniques that create a positive and lasting impression
- Nonverbal communication concerns: attitude, attention, posture,
facial expressions - Addressing the client: making the client feel special
- Using words that make a difference
- Selecting a cheerful and appropriate greeting
- Communicating when English is your second language
- Improving your listening skills
- Your voice quality
- Preparing yourself to take calls
- Building rapport
- Handling irate clients
I Need Something Else
No company is quite like yours. So, if you have a training need that demands a highly-specific solution, we can help. Customization allows you to align your company’s unique goals to the training.
One-on-One Confidential Training:
This training may be delivered in a variety of ways, including over the telephone or online.
Minor Adjustment:
Includes course name changes, minor searchable terminology changes and addition of logos.
Tailored Training:
Modify our courses to address your organization's specific needs, including modification of role playing and other exercises, cosmetic and terminology changes. Our pre-training analysis aligns course content, activities and examples with your organization's strategies, culture, and objectives to deliver a program tailored just for you.
Customized Training:
For more specific or complex training initiatives, our design team can assess your organization's needs, then create a learning solution that is uniquely yours to help you achieve your business goals.
New Development:
Newly created material to meet your objectives.
