Master Your Customer Phone Skills

Acquire professional skills for better business practice while using the telephone. Professional interactions focus on appropriate tone, effective word choice, and maintaining a positive attitude while reducing stress for all involved. Learn to calm an angry customer over the phone and project a confident business image. Enhance emotional intelligence for greater success.

Learning Objectives:

• Explore the definition of customer service.
• Explain the individual's contribution and mindset needed to improve customer relations.
• Reinforce professional telephone communication skills.
• Develop effective methods for handling a frustrated or angry caller and practice applying the process for resolution.
• Learn to quickly identify the four basic communication styles callers demonstrate and practice adapting to each style to improve communications and outcomes.
• Explore and practice stress-reduction techniques that promote positivity.

Who Should Attend:

All employees who use the phone to do business with internal and external customers.