Professional Telephone Skills Make every call more positive & productive The telephone is often your first contact with customers and clients. It is imperative that you and your employees make a positive, lasting impression every time. Professional Telephone Skills will give you a crash course in the communication techniques that everyone — from receptionists to top executives — should know and practice. You'll learn specific skills to help you deal with angry and abusive callers, and end every call with a mutually beneficial resolution. When you talk to a caller, you are not just speaking for yourself — you're representing your entire organization. Make sure you are displaying the professional, polished image your organization wants to project. Click to view a sample: Program Highlights The 5 main reasons callers complain — and how to respond Emotional trigger words to avoid 8 steps to disarm angry callers and reach a positive solution Subtle ways to find out what a stumbling or indecisive caller really wants Techniques to get through to non-stop talkers without offending them How to respond when a caller has been mishandled or misinformed by someone at your organization Click to hear a sample audio Professional Telephone Skills This sample requires Windows Media Player to run. If you do not have this installed, download it here. FREE DOWNLOAD

How to Deal with Difficult People 4 Audio CDs

Type	Product	Code	Item Price
DVD	DVD & workbook	21146DVD	US $129.95	Buy Now	Save to Wish List
Video Kit	3-volume video set & workbook	20760	US $129.95	Buy Now	Save to Wish List
Workbook	Additional video workbook	30086	US $12.95	Buy Now	Save to Wish List
Digital Audio	Digital audio & downloadable workbook	DA1073	US $19.95	Buy Now	Save to Wish List
Guide	Video facilitator's guide & workbook	30111	US $149.95	Buy Now	Save to Wish List