Back to Build Your Own | Communicating with Customers | Managing & Creating Change | Powerful Telephone Techniques | Consummate Communicator |Train the Trainer
Powerful Telephone Techniques
Background
This course combines parts of:
The goal was to focus on:
- Telephone skills
- Professionalism
- Credibility
Course Objectives
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Project professionalism and a positive attitude consistently even in stressful situations.
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Understand that customers hassle employees they think have less authority.
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Project authority through dress, voice, and vocabulary choice.
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Develop strategies for handling difficult customers.
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Choose vocabulary that is calming, persuasive, and positive.
Course Length
- Half Day
Course Outline
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Projecting a Professional Attitude
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Using Thoughts
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Using Physiology
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Honoring Negative Emotions Positively
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Authority
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Having More Perceived Authority
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Voice
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Developing an Interesting Speaking Voice
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Projecting Voice for Enhanced Credibility
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Eliminating Verbal Fillers
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Vocabulary
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Keeping Customers Calm with Words
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Persuasive Language to Gain Cooperation
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Handling Difficult Customers
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