Tuesday October 21, 2014 Terra L. Fletcher taught Professional Telephone Skills for Today’s Service Professional. The class was a lot of fun. After discussing the importance of working hard to remember the names of our customers, Fletcher’s class began to flip over their name tags, one by one.
Telephone Etiquette by Mae Martin
Becoming a Category of One by Joe Calloway
BAM! Bust a Myth by Barry J. Moltz and Mary Jane Grinstead
What to Say to Get What you Want by Sam Deep and Lyle Sussman
About the Class
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.
*More pictures on the Facebook page: http://facebook.com/fletcherfreelance