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:
- Explain five dimensions of customer service and application to the workplace.
- Identify a customer’s communication style and practice rapport-building responses.
- Prepare to reduce stress in difficult situations to resolve customer problems.
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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.
Competencies:
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Approachability
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Composure
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Customer focus
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Listening