Professional Telephone Skills

Time-Saving Tips That Increase Caller Satisfaction

The way you handle telephone calls makes a lasting impression on clients and customers. Now you can project a telephone image that saves time, increases business and keeps people coming back. Whether you're part of a large corporation, small business or government agency, Professional Phone Skills gives you techniques that will make you more confident and in control of every phone situation.

You'll learn how to:

Make every caller a satisfied caller.
The "7Cs" of winning and keeping new customers.
A 6-step approach to exceptional telephone skills.
Increase your confidence and effectiveness
Specific words and phrases that sabotage your professional clout.
Transform the phone into a powerful service tool.
Deal with angry and abusive callers.
A quick checklist to help diffuse a caller's anger.

Debra Smith, a nationally known telephone skills consultant, will show you how to hadle angry callers, confused callers, impatient callers, non-English speaking callers - all callers - with tact, professionalism and composure. Best of all, both you and your organization will benefit.