Developing Professional Telephone Skills for Today’s Service Professionals
Participants will Learn to:
- Work with all types of callers
- Follow proper telephone etiquette
- Practice effective listening techniques
- Negotiate artfully and ask proper questions
- Deliver bad news in an effective manner
Your voice is your personality over the phone and your company’s reputation is on the line, literally. To the caller who has never seen or done business with your organization, the person answering the phone is your company. Proper telephone techniques are key to your organization’s success, but they are often overlooked. In this four-hour workshop participants learn how to adopt a professional, friendly tone from the initial greeting to the final good-bye and how to handle whatever arises in between.
In Developing Professional Telephone Skills for Today’s Service Professionals we’ll discuss the importance of listening, the parts and flow of conversation, how to leverage your tone of voice, the words you use, and even your body language. We’ll have examples or exercises to consider in regards to cold calling, handling complaints, answering for others, using voicemail and technology to your advantage, and phone etiquette do’s and don’ts.
Continuing Education:
4 units of Continuing Education hours will be awarded upon completion.
Session Cost: $120 (includes course materials and breakfast)
When: Tuesday October 21, 2014 8am-noon
Where:
Northeast Wisconsin Technical College
2740 W Mason St
Green Bay, WI 54307
Corporate Training and Conference Center (room number to be assigned)
Register:
Northeast Wisconsin Technical CollegeName: Holly Valentine
Phone: 920-498-6971
Toll Free: 800-422-NWTC ext. 6971
Email: holly.valentine@nwtc.edu
Directions:
Custom Training Available. Call Now!
Feedback for Terra L. Fletcher from a Recent Class
Comments from Participants
9. What did you enjoy about today’s training? 1 – Small group was conducive to specific questions being answered. 2 – Personalization, tips, background info from real sites. 3 – Everything was great! Loved the presenter! 4 – Good Q & A; instructor very open to questions & offers good advice.
