Students will raise their awareness about the image they are projecting over the telephone through their words and tone of voice. They will explore ways to develop an appropriate telephone personality and convey information clearly, tactfully, and professionally. Good and bad telephone practices will be covered, along with current business telephone etiquette. Students will learn the real sources of customer satisfaction and analyze the tension between the need to handle many calls and the need to satisfy each caller. Techniques to manage angry and other difficult callers will be offered.
In this course students will:
- Be able to name and control 3 - 4 characteristics that create the image you are projecting to your telephone customers.
- Be able to identify 3 - 4 good and bad telephone customer service practices and their consequences for you and your orgainization.
- Be able to list several action steps you can take to calm and work with angry callers.
- Be able to identify several ways to manage other difficult callers and situations, and you will be able to pick a way you'd like to reduce your personal stress.
Prerequisites
Students should be familiar with browsing the internet, uploading files and using their operating system.
Requirements
No special software or equipment is required for this course.