Telephone etiquette is one of the key components to customer relationship management. Customer service agents as well as frontline employees in general need to be well versed in skills to positively engage and share information with customers. Representatives who do not have good telephone etiquette are a liability and will negatively impact sales and customer retention. However, representatives who have good phone etiquette will decrease escalations, increases sales and improve customer satisfaction. This online interactive workshop is also designed to encourage new and experienced front-line staff to interact, and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this critically important role. All learners operating in a business environment must be able to use the telephone effectively.

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Table of Contents
Module 1: Communicating on the Telephone

Module 2: Customer Expectation Management

Module 3: Telephone Skills for Your Business