If You’re on the Telephone a Lot, You Need This Training. Here’s Why …

Let’s face it – whether you’re providing customer service or selling over the phone – your job is full of challenges!

You need to come across as helpful … knowledgeable … credible – and you need to be able to do it from the second the conversation starts.

You need to be able to reassure clients that you’re the right person to speak to, calm down unhappy or irate customers, and get your point across without turning callers off.

You have to be service-minded – and sales-focused – all while talking to someone who may wish they weren’t on the phone at all! And let’s face it – you often have to do it all with one eye on the clock and another call waiting. That can be incredibly stressful!

This Training Will Help You Be More Successful Over the Phone

When you attend Telephone Skills for Customer Service & Sales Professionals, we’ll help you take the stress out of phone calls and make your phone presence one of your greatest assets.

• You’ll understand the different ways people communicate – and how to identify a customer or client’s communication style right away, so that you can adapt your own to fit.
• You’ll learn how the right way of listening can make your job easier and less stressful … for you and for customers.
• You’ll discover techniques for getting through mandatory scripts and checklists – without alienating clients and customers.
• You’ll be able to put callers at ease – so you can start making sales or providing customer service!

We Cover It All – So You’ll Leave Armed With Tons of New Tools in Your Telephone Tool Belt!

Spend just three hours with us and you’ll master vital skills that will TRULY make a difference in your telephone interactions. You’ll be amazed at how many new tools and techniques you’ll learn in such a short time!

Great telephone skills are an incredible asset – and there’s no easier way to learn the telephone tips, tricks, and techniques you need than with this skill-packed seminar. Enroll in Telephone Skills for Customer Service & Sales Professionals today!

Phone Etiquette 101

• An overview of phone etiquette – and why it matters so much!
• Essential words and phrases that make a caller feel welcomed – and give a great impression of your organization
• Introducing yourself: starting outgoing calls off on the right foot
• Best practices for placing callers on hold, transferring callers, and more!
• The right – and wrong – way to leave voice-mail messages
• Conversation closers: tips to ending the call on a positive – and professional – note

Creating a Positive Phone Impression

• Understanding communication styles and how to identify a caller’s type
• Speaking with a smile: how to convey your enthusiasm and positivity through your voice
• Secrets to selling over the phone without come across as too “salesy”
• Keep it simple: how to make your key points clearly and concisely
• 3 phone behaviors customers hate most – and how to avoid them
• Techniques for avoiding dead air and uncomfortable silence

How to Handle Unhappy or Irate Callers

• How to defuse hotheads in seconds using a simple phrase – so you can start fixing the problem!
• Words and phrases you absolutely want to avoid – and ones you can use instead
• Techniques for helping a customer understand you’re on his or her side and want to help
• Stress reduction tips that can help you stay cool no matter how hot the situation!
• Tips for increasing “first call” resolution and preventing call-escalation
• Dealing with the never satisfied – and still keeping their business!

Making Your Mark: Meeting Critical Call Objectives and Documentation

• Following a script without sounding scripted: tips to making sure you hit all your mandatory statements
• How to manage call times and help callers get to the point – without coming across as rude or rushing them
• Great techniques to schedule return and follow-up phone calls
• Prioritizing outgoing phone calls – not just in importance but in efficiency!
• Why it’s critical you document every call in a professional manner
• Clear, consistent documentation strategies that work for both individual and organization-wide notes