Description:

Telephones are an everyday part of business and often aid in your customers' first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and how to influence your customer's perception of the company.

Strategy 1: USE Proper Telephone Skills
Tip #1 Understand your equipment.

• Handle the telephone.
• Understand voicemail.
• Send a professional fax.
• Use e-mail appropriately.
• Set up a conference call.

Competencies

1. Use proper telephone skills
   • Understand the equipment.
   • Manage his voice and diction.
   • Take appropriate messages.
   • Make successful outbound calls.
2. Manage the discussion
   • Listen to the customer.
   • Create a win/win situation.
   • Handle the different caller behaviors.
3. Focus on customer satisfaction
4. Develop a positive attitude.
5. Find out what the customer wants.
6. Manage customer perceptions.