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Telephone Skills for Customer Service & Sales Professionals
Introducing a convenient new Half-Day Seminar to help you project professionalism and dramatically increase your telephone presence
You can attend FREE with STAR12 membership - Get more info.
Program Description:
Great telephone skills are critical to your job performance! Make sure yours are as polished and professional as you are!
Sales and customer service over the phone is challenging!
You need to come across as helpful … knowledgeable … credible — and you need to do 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 through any mandatory scripts without turning callers off.
You have to be service-minded — and sales-focused — all while talking to someone who probably wishes he or she wasn’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!
When you attend Telephone Skills for Customer Service and Sales Professionals, we’ll help you take the stress out of phone calls and train your phone presence to be 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 learn foolproof documentation techniques that can protect you — and your organization! — from future problems.
- You’ll feel comfortable handling even the most difficult callers — from those who won’t start communicating to those who won’t stop yelling!
- You’ll be able to put callers at ease — so you can start making sales or providing customer service!
How great is that? In just half a day, you’ll reenergize and learn vital skills that will TRULY make a difference in your telephone interactions.
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Half Day Workshop (PM Session)
Cancellation Details:
If circumstances arise that require you to cancel your enrollment, see cancellation details below.
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 STAR12 Gives You Unlimited Access to Live Seminars & Webinars for a Full Year!
STAR12 is the premier training resource professionals go to for the answers they need. STAR12 offers the only complete learning center that combines unlimited, free access to live one- and two-day seminars, webinars, and online training.
When you register for the STAR12 All-Access Training Pass, you’ll get this event — and every event after this — for FREE!* And the best part is, you can get everything the STAR12 pass includes for only $299. Learn more
*You’ll have the option of registering for STAR12 during checkout.
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Phone Etiquette 101
- An overview of phone etiquette — and why it matters so much!
- Knowing your audience: generational differences in phone communication
- Best practices for placing callers on hold, transferring callers, and more!
Creating a Positive Phone Impression
- Understanding communication styles and how to identify a caller’s type
- How does your voice come across? Critical vocal techniques and speech pacing tips that can make all the difference
- 3 phone behaviors customers hate most — and how to avoid them
How to Handle Unhappy or Irate Callers
- Guidelines for handling and disarming difficult callers — whether they’re hurt, angry, or upset
- Words and phrases you absolutely want to avoid — and ones you can use instead
- Stress reduction tips that can help you stay cool no matter how hot the situation!
Making Your Mark: Meeting Critical Call Objectives and Documentation
- 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
- Why it’s critical you document every call in a professional manner
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"Exceeded expectations … subject matter went beyond the obvious and took communication to another level."
– W. Barnhart
"Informative and energizing!"
– D. Thomas
"Incredible trainer! So much enthusiasm! Holds everyone’s attention."
- T. Bowling
"Trainer very informative, presentation very interesting. Loved the real life experience!"
– M. Diaz
"Very uplifting! You are left feeling excited about your job."
– J. Taylor
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Cancellation Details: If circumstances arise that require you to cancel your enrollment in Telephone Skills for Customer Service & Sales Professionals, you may substitute another person in your place or receive a credit memo for a future seminar of equal value. Or, you may receive a refund, minus a $10 enrollment processing charge, provided you notify us at least five days before the training. At that time, any additional online training materials included in your registration will be deactivated.
Additionally, if your enrollment included a STAR12 membership, it will also be cancelled at that time. Once you attend Telephone Skills for Customer Service & Sales Professionals, or any other seminar through your STAR12 membership, no refunds will be granted.
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Continuing education credits may be recognized by your professional board. Contact your own board to find what’s required.
If you have any specific questions concerning our CEU/CPE programs, please e-mail our CEU/CPE representative. |
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Interested in
bringing
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We can customize this program to address your organization’s unique needs and bring it to you ... when and where it’s most convenient for you.
Get More Info >>
or call us at 1-800-344-4613 |
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100% Guarantee:
At National Seminars Group, our #1 goal is to give you the tools you need to succeed. That’s why every seminar, conference and training resource we offer is 100% guaranteed. Every time. |
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