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Professional Telephone Skills

Make every call more positive & productive


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

Available Products


Professional Telephone Skills
Downloadable Video


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