Studies show that
customers who enjoy doing business with your organization do so to a great
extent because of the way they are treated on the telephone. In many cases, the
first contact a customer, or potential customer has with your organization is by
telephone. Simply stated, in the mind of the caller, your employees are the
organization.
This practical seminar will provide participants with the tools they need to
leave your customers with a positive image of your company. Participants will
understand their importance as a public contact person; learn to work with the
customer by using better communication skills; practice techniques for dealing
with difficult personalities; and identify strategies to help build a positive
organizational image. The results will be increased client satisfaction, higher
employee self-esteem, and greater productivity for your organization.
Key Topics:
The important role of the telephone
in providing service
Telephone etiquette quiz
Self-esteem's role in the telephone
communication process
The importance of listening skills
Selecting appropriate questioning
techniques
Telephone stress test
Dealing with the challenging
customer
The art of negotiation to achieve
positive outcomes
