A client’s first impression of you and your business is important. The entire image of the business relies on that first impression. Regardless of the amount of advertising, glossy filters or business promotions undertaken, the telephone is the medium in which most clients make ‘first contact’ with the business. The client of today is busier than previous generations and the phone is used often to check out information on a business to save time.
This course will give you the skills to work on the telephone in a professional manner and provide techniques in how to deal with difficult and aggressive customers over the phone.
Curriculum
- 1 Section
- 4 Lessons
- 10 Weeks
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- Phone Etiquette & Customer Service8
- 1.1Assessing your Telephone Skills
- 1.2Telephone Etiquette
- 1.3Phone Etiquette and Customer Service – Assignment 1
- 1.4Listening & Clarification
- 1.5Call Scripts
- 1.6Dealing with difficult and aggressive customers
- 1.7Phone Etiquette and Customer Service – Assignment 2
- 1.8Phone Etiquette and Customer Service – Assignment 3
