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Telephone Skills from A to Z, Revised Edition
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Duration: Self-study Description: 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. Table Of Contents: 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 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 |
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