Business Management Phone Etiquette and Call Management
How the phone is answered and subsequently handled createsan image in the minds of your customers. Are your phone practices creating a springboard for positive response or a sinkhole for negative reaction?
Content Options:
“Make Me Important” Service Approach leveraging
V.O.I.C.E. model
Right Fit: How does what I do matter to customers, company and me?
Tell Tale Tone: How to use voice/tone as image-making, customer-connecting tool
Assess voice strengths and weaknesses Explore Voice Mechanism to achieve five qualities of excellent telephone voice Learn how to:
- Answer a call
- Determine Problem Content and Emotional Message
- Place a call on hold
- Take a message
- 12 Steps to Handling Complaints
- Managing Challenging Callers
- Transfer a call
- Accept the transfer
- Problem solve
- Research information
- Close a call
Storytelling: Building Conversations of Influence Infusing Your Communications with Vitality and Impact
Paint clear pictures with your words and impact and influenceby using story, analogy, examples and talking points to make your communications clear and memorable.
Content Options:
Examine five steps to building a Conversation of Influence
Explore the story, analogies and talking points to enhance opportunities to make your message clear, meaningful and memorable.
Integrate learning in four key applications: Achieving, Aligning, Advocating and Articulating
CEUs: .65
Instructor: Lauren Burnett
Thursday, March 5 9 a.m. - 4:30 p.m.
$149 09SPCOMM8011 Registration is simple and easy! To register for any Professional Development course at MCUC, please click here!
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