Communi-Serve
Staff Programs
Managing Co-Workers and Difficult Customers
Become an Advocate for
Your Organization
Advance Through Professionalism
Emotional Intelligence:
Raising the Bar on Service
Revitalize Your Customer Experience Image
Phone Etiquette and Call Management
How to Read a Customer:
The Language of Body
Lauren Burnett
Center for Inner Quality
Phone: 440-877-9390
Lauren@centerforinnerquality.com
Phone Etiquette and Call Management
Format
Learning session/coaching
Are your phone practices creating a springboard for positive response or a sink-hole for negative reaction?
How the phone is answered and subsequently managed creates an image in the minds of customers. Create a positive impression and set a positive tone through customized content to fit specific needs. Telephone voice and phone etiquette coaching is available for key staff members who are strategic to image-setting.
- Answer a call.
- Determine Problem Content and Emotional Message.
- Place a call on hold.
- 12 Steps to Handling Complaints and problem solving.
- Take a message.
- Manage Challenging Callers.
- Transfer a call.
- Research information on phone.
- Accept the transfer.
- Close a call.
Learning Outcome
Send a positive organizational message by sharpening phone etiquette skills.
Other Programs |
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Leadership |
Customer Service |
Emotional Intelligence |
Team Building |
Communication |
Speaking/Conversation Skills |
Change and Resiliency |
Wellness and Spirit at Work |
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