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.
