Telephone Skills

The people who answer your phone are your company's front line to the customer.  What kind of first impression do they make?

Because we all use the telephone every day, it's sometimes difficult to appreciate that the telephone is really a very special medium. There are both advantages and pitfalls not immediately obvious to the casual observer.

Yet by improving specific telephone dialogue skills, you will maximize your efficiency with incoming calls and develop successful strategies for outgoing calls. And because that first phone contact is so critical to your success, this course is an absolute must for salespersons, secretaries, telemarketers, appointment setters and all customer service representatives.

In this class we employ active role-plays designed to get participants comfortable with new dialogue skills. You will explore and practice in detail our exclusive techniques for leaving effective messages and finding out information that doesn't otherwise seem available.

And by discovering some surprisingly simple dialogue skills, you will increase your batting average when trying to get through the 'secretarial screen' or make the best of 'voice-mail jail'.

Using appropriate voice inflection, matching your tone to the emotional content of the message, and handling tough or disgruntled customers are all extensively covered in this class. At the end of the day, you will never approach the telephone in the same way again!

If you and your employees use the phone to obtain or improve your business, you won't want to miss this seminar.