Each topic provides practical tools that can be applied on the job &mdash where it counts

Telephone Techniques

— The Customer Connection —

When an employee answers the telephone, they are representing not only themselves, but also the entire organization. This means they are showcasing the company’s level of professionalism, service, competency and reputation. What could be more important? Telephone Techniques reminds employees of the critical impression that is made on the phone and key techniques for portraying the right image – including voicemail etiquette and handling upset callers.