Learn the importance of the telephone and acquire professional skills for better business practice. Professional interactions focus on appropriate tone, effective word choice, and maintaining a positive attitude while reducing stress for yourself and others. Learn to calm an angry customer over the phone and project a confident business image. Enhance emotional intelligence for greater success.
What You Will Learn:
- Define the skills needed to provide excellent customer service.
Define and explain the five dimensions of customer service and the application to the workplace.
Identify four types of communication styles and behaviors exhibited by each style.
Identify a customer’s communication style and practice rapport-building responses based on each style.
- Prepare to reduce stress in difficult situations to resolve customer problems.
Demonstrate ways to say “no” courteously by using a specialized technique.
- Describe best practices for conference calls.
Who Should Attend:
All employees who use the phone to do business with internal and external customers.