Telephone Courtesy Pays Off

Michael Ferraro
This program is presented in a half-day format. Contact Us

With telephone technology expanding, customers are more sensitive than ever about the way they are treated on the phone. They're tired of being put on hold, or getting transferred to phone mail or to the wrong person. They want their needs addressed by competent, caring service personnel. This program reviews proven techniques for efficient and courteous telephone customer service. It also covers contemporary phone challenges presented by voice mail and by customers who speak a different language.

How-To Training Points:

  • How to courteously put a caller on hold
  • How to effectively use voice mail
  • How to handle angry customers
  • How to handle diverse customers
  • How to say "no" using the sandwich technique

The video portion of this program is a story, that begins when Barb receives a disturbing call from one of her best customers. The customer is threatening to end his business with her company because of poor telephone service. Barb immediately calls a meeting with her staff. They work together as a team to uncover the secret of providing excellent telephone service-covering a wide array of topics including basic phone skills, voice mail, language differences, complaint calls and how to say "no" to customers. After discussing and reviewing the phone techniques, all team members decide telephone courtesy really does pay off!

Each employee will receive a participant's binder, which will include discussion questions and activities.

Through our team approach to learning, the customization we provide for the individual exercises and small group activities, we provide a fun, motivating approach for your employees.