Here's the story: an irate customer is threatening to stop doing business with Barb's company. For he has just been at the nasty end of poor telephone service. So to solve the problem and keep their precious customer, Barb meets with her staff at once, and they work together to lay down the dynamics of excellent telephone service, including:

• basic phone skills
• voice mail
• language differences
• complaint calls and how to say ?no? to customers.

After discussing and reviewing the phone techniques, all team members decide telephone courtesy really does pay off!

This program is designed for ALL employees, not just front-line service personnel. How-To Training Points include:

• How to courteously put a caller on hold
• How to effectively use voice mail
• How to handle angry customers
• How to handle diverse customers
• How to say ?no? using the sandwich technique