Telephone Communication Strategies for Administrative Professionals
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Learn to speak positively and project your credibility when communicating over the telephone.Some people consistently perform well on the telephone. They enjoy working with customers and find telephone work challenging; they're pleasant, helpful and confident; and they transmit enthusiasm when accepting or placing calls. The most memorable gift we can give our customers is a positive first impression. Keep in mind that first impressions create lasting memories of you and your company - whether they're positive or negative. Do you demonstrate characteristics that create an image your customers will remember with pleasure and won't be surprised to see? As with initial introductions in face-to-face encounters, your telephone greeting helps you present a memorable image, makes the customer feel welcome and builds a rapport in support of your organization's customer service goals. Yet, building a rapport and communicating with your customers is more than just being friendly, courteous and kind. Communication is a two-way street. It's easy to assume you've carefully explained a situation to the customer in an understandable way. And it's frustrating to repeat what's been said several times in an effort to get your message across. Learn tips, tricks and techniques to project a positive persona; best practices in initial greetings; how to get your message across without being face-to-face; and behaviors to avoid during customer interaction.
AuthorsJeannie Davis, Now Hear This, Inc.
• Learning Objectives
How Does Your Customer See You?
• Perceptions Are Nine-Tenths of Reality
• Painting a Positive Self-Portrait
• Relationship Values
Guidelines for Professional Greetings
• Greetings Menu
• Greeting Closure Options
• Next Steps
Making the Right Connection
• Visual Communication Styles
• Auditory Communications Styles
• Kinesthetic Communication Styles
Pitfalls and Stumbling Blocks
• Positive Attitude
• Back to Basics
• Inclusive Communication