Telephone Courtesy: The Royal Connection Length: 21:00 min.

Most customer service today is conducted by telephone. Even with the role telecommunication plays in today’s business world, it is the telephone that represents the most cost-effective way of doing business. Customer loyalties can be crushed or created over the phone lines. This program demonstrates courteous and effective telephone techniques to ensure that your customers keep calling back!

The telephone provides a quick means of building relationships between the service representative, and your customers, yet it requires special skills for a successful business telephone encounter. With so much resting on this mode of communication, it becomes important to recognize the four ways to ensure effective telephone communication. A telephone customer service representative must be: Prepared, Professional, Attentive and Responsive.