Telephone Skills for Customer Service and Sales Professionals: Create a Positive Impression of you—and your Organization
Audrey Halpern is a soft skills training facilitator consultant with 20+ years of experience. She has a background in human resources, as well as in instructional design. She has a proven track record of achieving positive results within a variety of sectors and industries including city, state and federal government, non-profit, technology, legal, marketing retail, manufacturing, healthcare, and pharmaceutical. Audrey’s is currently a faculty member of the American Management Association where she trains communication skills.
A phone is an essential tool for conducting business. Answering a business call at your work involves a different approach relative to a regular, non-business call. When a call is answered professionally, courteously and warmly and customers are satisfied with your product or service, they will come back with repeat orders and referrals. So you need to look at the phone as an extension of who you are or how you want to be viewed by others. So regardless of how fancy your Bluetooth, or cell phone is, it is important to address and put into practice, correct phone techniques to create and maintain a professional and credible image. It is important to know how to use it efficiently and effectively.
The telephone is your customer's lifeline to your company. It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. Professional telephone skills are critical to have.
This webinar will arm you with practical tips and techniques to be able to interact professionally with anyone over the phone.
This webinar will focus on honing outstanding telephone skills in order to meet and exceed customer expectations. You will learn how to present a professional, knowledgeable image that reflects well on you and on your company.
After the completion of this webinar you will:
- Develop confidence and reduce the fear or panic when dealing with customers on the phone
- Learn the advanced technique of controlling the call
- Learn tips for effective telephone calls
- Learn how the right way of listening can make your job easier and less stressful… for you and for customers
- Feel comfortable handling even the most difficult callers — from those who won’t start communicating with those who won’t stop yelling!
Who Should Attend
The training is intended for everyone who has frequent telephone contact with internal and external customers, such as
- Commercial office staff
- Sales professionals
- Customer service representatives
- Anyone who communicates with customers over the telephone