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Service First: On the Phone
Customer service on the phone presents unique challenges. In this interactive discussion we will discuss actions to take before, during, and after the call. We'll address specific skills to use when the customer is upset or angry. And, we will overview the five basic components to effective phone conversations: clear, complete, concise, and correct.
Telephone etiquette skills include listening, empathy, being informed, and ending on a positive close. Skills to practice these behaviors, and stress management strategies will be discussed. Ultimately, we want the caller to know we care and to leave the best impression possible, even when the answer is no.