Telephone Skills for Customer Service and Sales Professionals: Create a positive impression of you and your organization

Duration: 60 Minutes
This webinar will focus on honing outstanding telephone skills in order to meet and exceed customer expectations. You will learn how to present a professional, knowledgeable image that reflects well on you and on your company.
Professional telephone skills
Instructor: Audrey Halpern
Product ID: 503182
Objectives of the Presentation
After completion of this webinar you will:
  • Develop confidence and reduce the fear or panic when dealing with customers on the phone
  • Learn advanced technique of controlling the call
  • Learn tips for effective telephone calls
  • Learn how the right way of listening can make your job easier and less stressful for you and for customers
  • Feel comfortable handling even the most difficult callers — from those who won't start communicating to those who won't stop yelling!
  • You'll be able to put callers at ease — so you can start making sales or providing customer service!
Why should you Attend
The phone is an essential tool for conducting business. Answering a business call at your workplace involves a different approach relative to a regular, non-business call. When a call is answered professionally, courteously, and warmly, and customers are satisfied with your product or service, they will come back with repeat orders and referrals. So you need to look at the phone as extension of who you are or how you want to be viewed by others.

So regardless how fancy your Bluetooth, or cell phone is, it is important to address and put into practice, correct phone techniques to create and maintain a professional and credible image. It is important to know how to use it efficiently and effectively.

This webinar will arm you with practical tips and techniques to be able to interact professionally with anyone over the phone.

Areas Covered
During the session you will learn how to:
  • Project a confident and professional image
  • Develop etiquette and confidence in answering tough questions
  • Infuse customer engagement essentials into telephone calls
  • Build trust and rapport through communication and active listening skills
  • The correct formula for placing a Caller on Hold
  • The correct way to end or close a call
  • Controlling the Conversation - The H.E.A.T. method for call management – Hear, Empathize, Acknowledge, Take Control
  • Handle objections, customer complaints and other difficult situations
  • Build trust and rapport through communication and active listening skills
  • Leaving a Positive Last Impression
  • How to leave a professional voice message
  • Answering the telephone with a positive greeting
  • Maintaining a “professionally pleasant” personality, even on difficult calls
  • Asking questions to clarify customer needs and preferences
  • Avoiding “red flag” words and phrases that annoy customers
  • Presenting information and solutions in the customer' language
  • Viewing complaints as an opportunity to strengthen the customer relationship
  • Taking full responsibility for the call
Who will Benefit
  • Commercial office staff
  • Sales professionals
  • Customer service representatives
  • Receptionists
  • Secretaries
  • Anyone who communicates with customers over the telephone
Topic Background
The telephone is your customer's lifeline to your company. It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. Professional telephone skills are a critical to have.
$300
Recorded Session for one participant
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  $450.00 Training CD
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  $550.00 Flash Drive
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How it works
Live Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • The webinar joining link, username and password for joining the webinar will be updated on your OCP Account 24 hours prior to the webinar
  • Presentation handouts in Downloadable PDF format will be updated on your OCP Account 24 hours prior to the live session
  • Login to the audio conference on the scheduled date and time
  • Get answers to your queries through interactive Q&A sessions via chat at the end of the session
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account 24 hours after the completion of the session
  • Please let us know your thoughts and views at the end of the webinar, your valuable feedback will help us improve
Recorded Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • Upon purchase of the recorded session a link will be updated on your OCP Account within 24 hours
  • Please click on the link to access the Recorded Session
  • Presentation handouts in downloadable PDF format will be updated on your OCP Account within 24 hours of the purchase of the product
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account after 48 hours of the product Purchase
  • Please share your valuable Feedback at the end of the session
Instructor Profile:
Audrey Halpern has had an exemplary 20+yr career developing customized employee soft skills training programs and facilitation. ARH Employee Training assists employees in achieving their goals through the use of highly interactive participant-centered training methods which maximize outcomes. Her background in human resources, instructional design and sales, makes for effective workshop design.Her creative, engaging and collaborative delivery of training is sprinkled with impactful activities. Her areas of expertise are into Training,Team Building, Leadership Development, Sales Management and Advanced Communication.
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