Telephone answering skills are business critical. A customer’s first, and continuing impression can be positive or negative based upon how the phone is answered. This program is designed to equip employees with skills and techniques necessary to provide exceptional customer service through the medium of the telephone.
This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Evaluation of current phone skills is also available.
At the end of this course, participants will be able to:
Recognize the importance of excellent customer service
Identify blockers that hinder exceptional answering skills
Follow a specific CARE model for answering the phone
Identify and manage three (3) types of difficult callers
Apply six (6) critical steps in closing a conversation
Differentiate between open and closed questions
Apply techniques for transferring, taking messages, and placing the caller on hold
Enhanced telephone answering skills resulting in exceptional customer service, satisfaction, and sales.
Dr. Keith Levick
Director of Financial Services Jennifer Barth
Ext 804: Sales
Ext 805: Billing and Accounting
Ext 807: Education Programs
Ext 808: Program Registration