Professional Telephone Skills

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.

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