The ability to communicate effectively and be understood is key to service delivery over the telephone. Well developed listening skills and questioning techniques are essential to telephone service situations.
When a company is unable to deliver a high level of service over the phone, customers become frustrated and often call management, or feel they have no alternative other than visiting your business location in person, resulting in heavy customer traffic.
This course is designed to assist customer contact employees better communicate with customers and coworkers in dealing with service situations over the phone.
Topics covered in this one-day course include:
- Communication and effective listening skills
- Controlling voice and tone
- Word usage and professionalism
- Accurate messages
- Dealing with foreign accents
- Business voice mail messages
- Handling irate callers
COST
$125 (Members)
$200 (Future Members)
CANCELLATION POLICY:
CANCELLATIONS MUST BE RECEIVED IN WRITING 72 HOURS PRIOR TO THE COURSE IN ORDER TO OBTAIN A REFUND. NO SHOWS WILL BE CHARGED THE FULL AMOUNT
PARKING
Parking is available behind Piccolo's Restaurant on Mary Street.
INSTRUCTOR
CLICK HERE for a biography of our instructor, Ms. Glenda Davidowski