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Telephone Skills
1 Day
Beginner
Instructor-led
Overview
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.
Your company’s reputation is on the line–literally. Make proper exceptional phone skills a standard throughout your organization with this practical guide. This self-paced book walks through how to adopt a professional, friendly tone from the initial greeting to the final good-bye–and how to handle whatever arises in between.
Prerequisites
This course is designed for the student who has little or no experience.
Outline
Attitude: It’s Your Choice
- Be Friendly Before You Know Who It Is
- Buffer Words
- Bureaucratic Bounce
- Call Centers
- Cellular Phones
- Cliff-Hangers
- Company Jargon
- Controlling the Conversation
Don’t Be Too Busy to Be Nice
- Eight Great Hates
- Emotional Leakage
- Fast Talkers
- Five Forbidden Phrases
- Foreign Accents
- Front-Line Operators
- Getting a Phone Number
- Gum Chewing
- Hold
- How Can I Help You?
- I Don’t Know
- Internal Calls
- Internet
- Irate Callers
- I.Q. Test
- I’m Sorry
- “Just a Second”
- K.I.S.S. Method
Leave a Good Last Impression
- Message Mangling
- Message Taking 1
- Message Taking 2
- Mirror on Your Desk
- Music (or Announcements) on Hold
- “No” at the Start of a Sentence
- Obscene Phone Calls
- People Before Paperwork!
- “Please…Thank You…You’re Welcome”
- Public Sector
Quality Is a Four-Letter Word
- Receptionist
- Returning Phone Calls
- Rushing Callers
- Screening Calls
- Six Cardinal Rules of Customer Service
- Slow Talkers
- Smile
- Speakerphones
- Swear-Stoppers
- Three-Part Greeting
- Tone of Voice
- Transferring Calls
- Unavoidable Delays in Answering
- Voicemail–Curse or Cure?
- Voicemail General Tips
- We Are Customers to Each Other
- “We Can’t Do That”
- Welcome Guest
- X-Rated
- “You’ll Have to…”
- Zest
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