Telephone Techniques

Improve your customer service telephone techniques and present a professional image by adopting the skills, tools and strategies set out in this course. You'll learn how to assess your current telephone skills and create a plan to improve them. You'll discover how to identify problems, how to use professional language, how to communicate clearly, and how to manage upset callers. The course also guides you through improving telephone efficiency and taking accurate messages. The course features narrated slides, self-assessment quizzes and screen print capability so you can print information for further review. A Certificate of Completion is available upon finishing a final test with a score of 80% or higher.

Learning objectives:

• Adopt efficient and effective telephone behaviors and techniques. Use strategies to manage upset callers courteously and respectfully. Take down telephone messages that are complete and accurate