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If your organization's telephone presence is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. Do the people who answer your phone appear empathetic? Friendly? In control? Do they listen well? Do they understand what makes the person on the other end of the telephone tick?
Learning Objectives: Learn basics of customer service, how to project a polished phone image, learn phrases that say "professional, warm, and ready to help," how to screen calls, how to take accurate and effective messages; and questioning techniques that get to the root of customer concerns. |
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