Fact: 88% of your customers who stop using your services or products do so because of perceived employee indifference or rudeness.
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used.
This Telephone Etiquette training course will help your employees to develop and master the techniques that will enhance your company’s image. This workshop includes dynamic trainee/trainer interactions and discussions, exercises, case studies, etc.
The Telephone Etiquette workshop is ideal for:
- Everyone who deals with customers on the telephone – call centre agents, customer service representatives, receptionists and all customer-facing staff.