Telephone Courtesy Pays Off II

How To Training Points

• How to deal with telephone complaints courteously
• How to correctly deny certain requests, so you don't offend the caller
• How to expedite telephone transfers and minimize delays
• How to handle challenges like voice mail and language barriers
  

Do your employees know how to properly answer the phone? Poor phone etiquette can irritate your customers and drive them away. This video shows you how to use the telephone cordially, efficiently, and properly...so that the impression the customer gets of your organization is upbeat and positive.

Training Package Includes Training Leader's Guide

Length: 19 Minutes

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Telephone Skills 2000

A two-part program with realistic demonstrations of positive and negative telephone responses. In addition to typical skills, the video shows proper use of language, development of action plans and ways to deal with voice mail and analytical callers.

Tape 1:

• Voicemail
• Telephone Features
• Answering the Telephone
• Listening Skills
• The Assertive Caller
• The Angry Caller

Length: 20 min.

Tape 2:

• Common Statements to Avoid
• The Analytical Caller
• Action Plans
• The Use of Language

Length: 19 min. Includes Training Leader’s Guide

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