Telephone Etiquette


		Telephone Etiquette
	The company image is built on people, service and attitude. We usually meet people on the phone first. Many times you never meet the customer in person. So each employee answering the phone must be able to sell her/his personality very quickly and effectively. Since the telephone is one of the most used tools in the work environment, how employees use this tool is very important to customer service. It is crucial to have excellent telephone skills and etiquette that create customer loyalty. Learn these tools and techniques for telephone communication using an interactive, experience based approach. Course Outline: Telephone Protocol That Creates Customer Loyalty Observing Levels of Stress That Affect Voice Tone •Exercise Recording Voice Tone Customer Service: Building The Company Image Telephone Is The Most Used Tool •Voice Tone & Energy •Establishing Rapport With Caller •Receiving Calls •Screen Calls Professionally •Sales People Calling •Putting Caller on Hold •Transferring Calls •Receiving Calls in Your Department •Voice Mail Greetings •Telephone Tag •Returning and Responding to Calls •Exercise Using the WOW! Factor •How to Handle the Irate Customer •Steps To Take In Calming The Angry Customer While Resolving The Problem •Exercise Create Best Responses Release Valves for Frustration to Stay Cheerful on the Phones. •Exercise Writing Away Frustrations. •Relaxing Imagery •Easy Stretches to Do at Work Exercise Reflecting Voice Quality •Attitudes Communicate Too! Taking Messages: Messages are Links of Communication •Telephone Log Keeping Voice Tone Cheerful and Relaxed: Addressing 4 Areas Consistently to Manage Stress in Order to Stay Alert on the Phones: 1. Lifestyle Awareness (address stressful addictive habit patterns) 2. Attitudes Toward Life (restructuring mindset) 3. Physical Exercise and Diet 4. Relaxation Techniques
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