phone skills

Master Your Customer Phone Skills

Training
Communication
Customer Service

Location & Dates

Acquire professional skills for better business practice while using the telephone. Professional interactions focus on appropriate tone, effective word choice, and maintaining a positive attitude while reducing stress for all involved. Learn to calm an angry customer over the phone and project a confident business image. Enhance emotional intelligence for greater success.

Learning Objectives:

  • Explore the definition of customer service.
  • Explain the individual's contribution and mindset needed to improve customer relations.
  • Reinforce professional telephone communication skills.
  • Develop effective methods for handling a frustrated or angry caller and practice applying the process for resolution.
  • Learn to quickly identify the four basic communication styles callers demonstrate and practice adapting to each style to improve communications and outcomes.
  • Explore and practice stress reduction techniques that promote positivity.

Who Should Attend:

All employees who use the phone to do business with internal and external customers.

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