Telephone Skills & Etiquette Training
 

Sharp Phone Skills Are Good For Business

Do you enjoy receiving poor customer service on the phone? Do you like when operators or receptionists treat you rudely, unprofessionally or indifferently, as if your call was an interruption to their day, rather than the reason for their jobs?

Of course you don’t.

Now, the tough question: are your employees any better on the phone? Do they serve your callers efficiently with great care, a positive attitude, and a genuine sense of appreciation? If not, they could be costing your company new business and may even be damaging your ability to retain customers.

Make sure your employees know the right way to treat callers. Order the TelArt Telephone Skills and Etiquette Training program. This 35-minute CD is a great refresher course on the absolute importance of good telephone skills and manners.

Press play to hear a sample of our TelArt CD.

TelArt topics include:

• Telephone Manners
• Respecting The Caller's Time
• Putting Callers On Hold
• Transferring Callers
• Placing A Call For Someone Else
• Managing Multiple Lines
• Screening Calls
• Taking Messages
• Managing Challenging Calls
• Cell Phone Etiquette
• Voice Mail

TelArt is only $39 plus tax AND it comes with a full money-back guarantee! If you're not satisfied for any reason, just send the disc back to us and we'll refund your money. No questions asked.

To order TelArt, click here ...or call 866/473-9000.

Instructor-Led Training

Do your employees require more in-depth or more customized telephone skills and etiquette training?

If so, take advantage of our instructor-led workshops. Our trainer(s) will present an informative session at the location of your choosing. Each participant will receive an interactive workbook that will be used throughout the workshop and can be retained as a future reference.

Workshop Objectives

• Increase participant awareness of the importance of superior telephone etiquette, basic customer service principles, and effective verbal communications
• Teach participants concrete skills which will aid in the management of challenging calls
• Provide opportunities to practice the new and refreshed skills through role-plays and exercises
• Encourage participants to practice using fundamentals every day to reach a goal of responding naturally and professionally to each caller every time

Learning Outcomes

Participants will leave the workshop...

• Understanding that superior telephone etiquette is critical to the success of the organization
• Recognizing the value of their contribution to their organization’s image
• Understanding that effective verbal communication skills facilitate customer service
• Having enhanced their ability to communicate more effectively on the telephone
• With knowledge and skills to help them manage challenging calls with professionalism and confidence, using proven techniques that will decrease potential stress, improve quality, and increase productivity
• Understanding how cell phone, voice mail, and e-mail etiquette combine to create a unique customer service experience that can reflect positively on the company
• With a resource (the workshop manual) they can use to review the skills learned

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