Telephone Skills for Customer Service and Sales Professionals: Create a positive impression of you and your organization

MessageThis Webinar is over
Date Nov 9, 2017
Time 02:30 PM EDT
Cost $200.00
This webinar will focus on honing outstanding telephone skills in order to meet and exceed customer expectations. You will learn how to present a professional, knowledgeable image that reflects well on you and on your company.

Objectives of the Presentation
After completion of this webinar you will:
  • Develop confidence and reduce the fear or panic when dealing with customers on the phone
  • Learn advanced technique of controlling the call
  • Learn tips for effective telephone calls
  • Learn how the right way of listening can make your job easier and less stressful for you and for customers
  • Feel comfortable handling even the most difficult callers — from those who won't start communicating to those who won't stop yelling!
  • You'll be able to put callers at ease — so you can start making sales or providing customer service!
Why should you Attend
The phone is an essential tool for conducting business. Answering a business call at your workplace involves a different approach relative to a regular, non-business call. When a call is answered professionally, courteously, and warmly, and customers are satisfied with your product or service, they will come back with repeat orders and referrals. So you need to look at the phone as extension of who you are or how you want to be viewed by others.

So regardless how fancy your Bluetooth, or cell phone is, it is important to address and put into practice, correct phone techniques to create and maintain a professional and credible image. It is important to know how to use it efficiently and effectively.

This webinar will arm you with practical tips and techniques to be able to interact professionally with anyone over the phone.

Areas Covered
During the session you will learn how to:
  • Project a confident and professional image
  • Develop etiquette and confidence in answering tough questions
  • Infuse customer engagement essentials into telephone calls
  • Build trust and rapport through communication and active listening skills
  • The correct formula for placing a Caller on Hold
  • The correct way to end or close a call
  • Controlling the Conversation - The H.E.A.T. method for call management – Hear, Empathize, Acknowledge, Take Control
  • Handle objections, customer complaints and other difficult situations
  • Build trust and rapport through communication and active listening skills
  • Leaving a Positive Last Impression
  • How to leave a professional voice message
  • Answering the telephone with a positive greeting
  • Maintaining a “professionally pleasant” personality, even on difficult calls
  • Asking questions to clarify customer needs and preferences
  • Avoiding “red flag” words and phrases that annoy customers
  • Presenting information and solutions in the customer' language
  • Viewing complaints as an opportunity to strengthen the customer relationship
  • Taking full responsibility for the call
* Please contact us at 510.857.5841 or if you need any assistance registering


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