Telephone Techniques for Excellent Customer Service

You will raise you awareness about the image you are projecting over the telephone through words and tone of voice. You will explore ways to develop an appropriate telephone personality and convey information clearly, tactfully, and professionally. Good and bad telephone practices will be covered, along with current business telephone etiquette. You will learn the real sources of customer satisfaction and analyze the tension between the need to handle many calls and the need to satisfy each caller. Techniques to manage angry and other difficult callers will be offered.

To get started:

• Click on the Syllabus link below to find information about the course and the book
• Click on Introductions link to meet your instructor and introduce yourself
• Post any questions you have in Questions and Comments

Lesson 1: Your Telephone Personality & Image

Whether your company makes cars, sells insurance, repairs refrigerators, or tends to the sick; whether your customers are young or old, rich or poor, men or women, they expect you to do at least two things when you answer the company phone:

1. Show respect.
2. Have a good reason for being on the other end of the line.

You should be able and willing to assist them in a courteous and pleasant way.