Instead, we coach them on proper telephone techniques
to create a better understanding of what the customer is calling about in order for them to move efficiently through the call.
She also took a communications class to improve her listening skills, telephone techniques
and conversation style.
Here are some basics on good telephone techniques
based on customer-focused thinking.
patients, physicians and their office staff members, hospital employees, nursing and ancillary hospital staff) and were challenged to think of ways to improve customer service by participating on task forces, entering slogan contests, and attending workshops, including a three-hour program on telephone techniques
Proper telephone techniques
also include operating the telephone system properly, how to address the caller, effective listening skills, managing objections, the art of negotiation, the service follow-up call, asking the right questions, making the outbound service call, delivering bad news, managing different caller behaviours, managing the customer call-back, what statements to avoid and closing the conversation.
Training the staff in people skills ranging from good telephone techniques
to handling confrontation fosters self-confidence and effectiveness.
The original course curriculum covered 15 individual units of basic instruction on topics such as telephone techniques
, broadcast procedures, and interpersonal communication.
More than 90 went on to take part in sessions on interview techniques, completing application forms, one to one and group interviews, telephone techniques
and opportunities to update their CV.
David Beckham and Prince Charles would not have got into hot water over their telephone techniques
and we wouldn't have the internet, a zillion pornographic websites and the joys of ebay.