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Trainingwarehouse > Crisp Self-Development > Communication > Telephone Skills from A to Z

Telephone Skills from A to Z - Self-Directed Courseware Ref: CTS

Duration:
Self-study

Description:
Your company's reputation is on the line--literally. Make good phone skills a standard throughout your organization with this practical guide to the basics. Teaches everyone how to adopt a professional, friendly tone from the initial greeting to the final good-bye--and how to handle whatever arises in between. A vital reference tool.

Table Of Contents:

Introduction

Attitude: It's Your Choice

Be Friendly Before You Know Who It Is
Buffer Words
Bureaucratic Bounce

Call Centers
Cellular Phones
Cliff-Hangers
Company Jargon
Controlling the Conversation

Don't Be Too Busy to Be Nice

Eight Great Hates
Email
Emotional Leakage

Fast Talkers
Five Forbidden Phrases
Foreign Accents
Front-Line Operators

Getting a Phone Number
Gum Chewing

Hold
'How Can I Help You?'

'I Don't Know'
Internal Calls
Internet
Irate Callers
I.Q. Test
'I'm Sorry'

"Just a Second"

K.I.S.S. Method

Leave a Good Last Impression

Message Mangling
Message Taking 1
Message Taking 2
Mirror on Your Desk
Music (or Announcements) on Hold

"No" at the Start of a Sentence

Obscene Phone Calls

People Before Paperwork!
"Please...Thank You...You're Welcome"
Public Sector

Quality Is a Four-Letter Word

Receptionist
Returning Phone Calls
Rushing Callers

Screening Calls
Six Cardinal Rules of Customer Service
Slow Talkers
Smile
Speakerphones
Swear-Stoppers

Three-Part Greeting
Tone of Voice
Transferring Calls

Unavoidable Delays in Answering

Voicemail--Curse or Cure?
Voicemail General Tips

We Are Customers to Each Other
"We Can't Do That"
Welcome Guest

X-Rated

"You'll Have to..."

Zest

Price: (7 or fewer items) £9.95 (Excluding VAT at 20%)
Price: (8 to 19 items) £9.45 (Excluding VAT at 20%)
Price: (20 or more items) £8.96 (Excluding VAT at 20%)

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Trainingwarehouse > Crisp Self-Development > Communication > Telephone Skills from A to Z