Telephone Skills - Making the Connection

In research studies, customers tell us that we are not as friedly as we think we are on the telephone. why would they say this? How well do you perform on the phone from the initial answring to the final follow-up? Do you know the secrets of "World Class" companies and what customers love and what they hate? How consistent is your organization? What do you track and monitor? If we don't do well on the telephone, it WILL cost you THOUSANDS of dollars every year in lost sales. In this workshop we will cover:

How to PREPARE to take or place a phone call
Making the other party FEEL COMFORTABLE with us
Being anm effective listener and critical skills to BETTER HEARING!
"WORLD CLASS" statistics and facts about phone skills
How to handle PROBLEMS AND COMPLAINTS
Keys to dealing with DIFFICULT callers
Techniques to keep your head and HANDLE THE STRESS