Course Overview
Your company's reputation is on the line--literally. Make good phone
skills a standard throughout your organization with this practical
guide to the basics. Teaches everyone how to adopt a professional,
friendly tone from the initial greeting to the final good-bye--and
how to handle whatever arises in between. A vital reference tool.
International
Curriculum
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
universities, instructors, students, libraries, government agencies,
corporations and professionals around the world.
Course Outline
Introduction
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
Email
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