Today’s focus on automated phone systems and the prolific use of voicemail makes the telephone encounter that more important. Often customers are impatient by the time they finally get a “live” person on the line and that live person had better be empathic and helpful. Tone of voice is unbelievably crucial, yet most customers have grown accustomed to the “slightly” irritated, bored, annoyed, impatient, superior, condescending, judgmental, indecipherable voice on the other end of the line.

It is the rare phone answerer who sends such a powerful message on that first encounter that the customer decides “YOU are the company for me!”

This workshop discusses the importance of exceptional telephone skills, the essential power of attitude, and the remarkable value of vocal tone, empathy, and patience. It is usually held in 90 minute or four-hour sessions:

Topics include:

• Creating a Powerful First Impression
• The Magic of Your Voice
• Handling Typical Telephone Situations
• Voicemail and Taking Messages
• Common Caller Complaints
• How to Calm an Upset Caller
• 18 Phrases that Trigger Conflict
• What to Never Say on the Phone
• Friendly Phrases that Never Fail