Objective: 
This program is designed to teach the participants how to master the skill of communicating professionally and effectively on the telephone. In addition to learning the basics of effective telephone communication, participants will develop a positive telephone image creating a positive impression on the caller. As a result of the training, the participant has the ability to take control of the call, from start to finish, and leave a powerful impression on everyone they talk to.

Content: 
Upon completion of this course you will:

• Identify five ways to make a positive first impression
• Recognize the power of rapport
• Identify three keys to improve your telephone style
• Demonstrate how to answer a call diplomatically
• Identify callers and the objectives
• Use powerful vocabulary
• Understand the In-bound call
• Learn how to handle persistent callers
• Learn how to close a conversation
• Identify five major reasons why customers complain
• Recognize the value of complaints
• Identify the eight step process for handling angry callers
• Learn tips for handling other challenging callers

Who Should Attend:
Individuals who would like to learn the basics of effective telephone communication, and how to create a positive telephone image.

Type: Communication

CEU: 0.60

This course qualifies for: 
Admin Certification 
CSR Certification

This course is: 
an Admin Core Course

Fee: $209 ASE members/$289 non-members/$249 SBAM & MML members

Date	Start	End	Location	Instructor
TBD	9:00 am	4:00 pm	Saginaw	Image Group Enterprises	Contact for More Info
07/13/2010	9:00 am	4:00 pm	Southfield	Image Group Enterprises	Register