Often the customer's first impression of you and your organization is on the telephone. Ironically, this is an area where professional training is often overlooked. Employees are simply left to fend for themselves and copy the behavior of other untrained co-workers. Fortunately, here you'll discover useful telephone techniques that will give you and your organization a distinct competitive edge.
Jeff Mowatt's Influence with Ease® Training Tip #39
Receiving a Transferred Call
One of the most efficient ways to enhance the perceived value of your organization is to train employees on interpersonal telephone skills. Consider the example of a trained professional, who, when answering a call that's been transferred to her say's, "Hi Greg, this is Carol Jones. Cindy tells me that you've been having problems with your . . . " That kind of introduction tells the caller that you're a professional who listens well, acts as a team, and values the time of your customers. Great return for a little training.
This Influence with Ease® Training Tip is one of a series. For more information about the ordering the series, click Influence with Ease® Training Tips.
Influence with Ease® Article
Test Your Telephone Effectiveness
Find out if your phone practices are winning or losing customers
by Jeff Mowatt
Article at a glance: Test your telephone know-how with this 5 question multiple-choice quiz to identify your telephone effectiveness, and that of your co-workers. Discover the 'correct' answers with strategies for enhancing telephone greetings, using the hold feature, juggling a caller and in-person visitor, and more.
Click here to read Test Your Telephone Effectiveness.
Self-Study Training Kit
Profit Producing Customer Service
by Jeff Mowatt
The self-study kit that teaches you and your team everything you need to know about how to enhance your telephone effectiveness -- and more.
The Influence with Ease® training kit provides a thorough telephone skills training program to save time on the phone, sound more professional, and give you a competitive edge -- without working harder. In addition to fundamentals about greetings, transferring, using the hold feature, you find a myriad of tips that will make you a master of telephone etiquette.
Plus, for those unfortunate times when you may be dealing with an upset person or someone who's verbally abusive, you have the tools to handle the situation in a way that reduces stress for everyone.
And that's only the beginning. Click here for information about ordering the Profit Producing Customer Service training kit.
Live On-Site Training Programs
We'd be happy to bring a comprehensive training program on this topic to your organization. For details, click Manager of Corporate Training.
