HR Competencies

  • Consultation
  • Communication

Objective

This workshop is designed to develop telephone communication skills that can be immediately applied in the work-place, resulting in a higher standard of customer service excellence when interacting with internal and external customers. Participants learn the “how-to’s” of establishing a rapport using tips, tricks and techniques to develop a “can do” attitude, create a memorable image, conquer telephone etiquette basics, understand communication styles, and enhance listening skills.

Outline

​Building your image

  • ​Own every customer interaction
  • Look good to yourself
  • Develop a “can do” attitude

Telephone Etiquette: The Basics

  • ​Greetings
  • Voice mail/messages
  • Complaints
  • Holding/transfers
  • Screening
  • Probing
  • Signing off 

Making the Right Connection - understanding your customer’s preferred communication style (auditory, visual, and kinesthetic)

The Customer’s Mental PICTURE of You

  • Posture and body language
  • Inflection
  • Courtesy
  • Tone and volume
  • Understandability
  • Rate of speech
  • Extra mile 

Effective Listening Skills

  • ​Keys to active listening
  • Barriers to listening 

Expected Outcomes

  • Improve employee productivity
  • Enhance interpersonal communication 
  • Increase customer satisfaction
  • Reinforce customer loyalty

Designed For

Supervisors, managers, sales and customer service professionals, administrative support personnel, and anyone who works with customers over the telephone

Facilitator

Jeannie Davis, Now Hear This​


Credits

0.65 Continuing Education Units
Course ID #CUST102



Class Details

Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Date:01/24/2019
Time:8:30 am to 4:00 pm
List Price:$240.00
Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Date:03/06/2019
Time:8:30 am to 4:00 pm
List Price:$240.00
Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Date:05/15/2019
Time:8:30 am to 4:00 pm
List Price:$240.00
Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Date:07/11/2019
Time:8:30 am to 4:00 pm
List Price:$240.00
Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Date:10/10/2019
Time:8:30 am to 4:00 pm
List Price:$240.00

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