Telephone Skills A – Z (1 Day)

Part 12: A-F

• Attitude: It’s Your Choice
• Be Friendly Before You Know Who It Is
• Buffer Words
• Bureaucratic Bounce
• Call Centers
• Cellular Phones
• Cliff-Hangers
• Company Jargon
• Controlling the Conversation
• Don’t Be Too Busy to Be Nice
• Eight Great Hates
• Email
• Emotional Leakage
• Fast Talkers
• Five Forbidden Phrases
• Foreign Accents
• Front-Line Operators

Part 2: G–M

• Getting a Phone Number
• Gum Chewing
• Hold
•  “How Can I Help You?”
• “I Don’t Know”
• Internal Calls
• Internet
• Irate Callers
• I.Q. Test
• “I’m Sorry”
• “Just a Second”
• K.I.S.S. Method
• Leave a Good Last Impression
• Message Mangling
• Message Taking
• Music (or Announcements) on Hold

Part 3: N–U

• “No” at the Start of a Sentence
• Obscene Phone Calls
• People Before Paperwork!
• “Please… Thank You… You’re Welcome”
• Public Sector
• Quality Is a Four-Letter Word
• Receptionist
• Returning Phone Calls
• Rushing Callers
• Screening Calls
• Six Cardinal Rules of Customer Service
• Slow Talkers
• Smile
• Speakerphones
• Swear-Stoppers
• Three-Part Greeting
• Tone of Voice
• Transferring Calls
• Unavoidable Delays in Answering

Part 4: V–Z

• Voicemail—Curse or Cure?
• Voicemail General Tips
• We Are Customers to Each Other
• “We Can’t Do That”
• Welcome Guest
• X-Rated
• “You’ll Have to…”
• Zest