The Telephone: Best Friend or Worst Fear



Using the phone requires you to be more aware of your voice than at any other time. Customers cannot hear your facial expressions or see your non-verbal clues like a shrug or hand gestures. So, they form a mental picture of you and your organization based on the tome and quality of your voice. Your mood, whether smiling and happy or tight-lipped and angry, often comes through. A pleasant voice takes practice. This workshop will provide various tips and techniques to make telephone customer service fun for you and your customers!


Participants will also learn:

  • How and why to assess their voice.
  • In group discussions, identify what customers think when the phone is not answered.
  • Difference on how to work with customers on the phone verses in person.
  • Tips and traps of putting a caller on hold.
  • Taking messages.
  • Transferring calls.
  • Voice mail etiquette.

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