About Workshop
Your Business Image on The Telephone
Introduction
88 percent of your customers who stop using your services and/or products do so because of perceived employee indifference or rudeness. One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a giant difference to your customers and your profits.
Your reputation for service depends on how
well your staff handles incoming and outgoing calls. 86 percent of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 14 percent of the message they hear are the words used.
Workshop topics to be covered:
1. The important role of representing the organisation by the person answering the telephone
2. Role of Emotional Intelligence in answering the phone
3. Don’t get lost in your equipment
4. Answering the call to make a positive impression
5. Dos and Don’ts in answering calls
6. Taking down messages
7. The empowered telephone operator
8. Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail
9. Customer Service is an Attitude not a Department
10. Focusing and Prioritizing the Top Expectations of Customers
11. Personality Styles of Customers
12. Listening Skills
13. Standing Out From the Competition
14. Keeping Customers Calm with Words
15. Dealing with angry Customers
![](Templates/"../images/bodyedge_tr.gif"width="2"){kind=small}
![](Templates/"../images/bodyedge_tl.gif"width="2"){kind=small}
