A phone call often represents the first impression of your business and determines how you are perceived within the marketplace. The way employees answer the phone sets the tone for the conversation. Greeting callers with a cheerful smile translates into an enthusiastic voice that permeates positive energy to exude a warm welcome. Conversely, a dull, monotone voice travels like a bolt of lightning.

Bad telephone manners and poor customer service chase prospective clients and customers away, destroys customer loyalty, damages your reputation, and hurts your bottom line. Negative word-of-mouth advertising spreads like wildfire and can be extremely detrimental to your business.

Good business begins with proper manners and appropriate etiquette. The ability to demonstrate good manners, cultivate relationships, build customer loyalty, and deliver superior customer service is essential to your business growth and profitability. People do business with people they trust and who mirror their value system.

The Success with Etiquette™ Training Program helps you gain a competitive edge by strengthening employee professionalism, corporate image, business communication, interpersonal “soft” skills, and productivity. The program teaches valuable strategies to help your employees understand the principles of proper customer service etiquette and how appearance, body language, communication, and social skills can enhance or undermine your corporate image, business growth, and reputation with customers and clients. Providing superior customer service is the most effective way to differentiate your business from the competition.

The Success with Etiquette™ Training Program syllabus is customized to your specific needs and we offer you the flexibility to add or highlight topics related to your particular situation.

Learning Objectives:

• Understand the impact of first impressions over the phone, electronically, and face-to-face.
• Learn effective call greetings to demonstrate professionalism and customer appreciation.
• Use appropriate language to speak with an effective tone of voice.
• Eliminate 5 forbidden phrases and learn tact to ask pertinent questions that don’t offend.
• Discover how to handle difficult callers with diplomacy and efficiency.
• Cultivate relationships and build rapport with customers and clients.
• Manage multiple calls with a positive attitude, confidence, and finesse.
• Listen actively to be responsive, offer positive solutions, and exceed customer expectations.
• Treat customers with respect, empathy, and efficiency to deliver superior customer service.

Course Duration: 2.0 Hours, Half Day, or Full Day – Role-playing and Interactive Exercises.