1007 Bucknell, Arlington, Texas 76012 • Metro (817) 265-2820 • Fax (817) 265-2571
mwbenson@aol.com • www.melbabenson.com

Quality Telephone Customer Service

The telephone is a major means of communication in any organization.

Callers make judgments about an organization's competence and professionalism by the way their calls are handled.

Estimates indicate that 7 out of 10 customers who stop doing business with an organization do so because of the way they were treated over the phone.

You will learn how to:

1. Create a professional image in all telephone contacts.
   
   
2. Develop an effective telephone voice.
   
   
3. Screen calls tactfully and transfer calls smoothly and professionally.
   
   
4. Make messages more complete and more valuable.
   
   
5. Use active listening and communication skills in dealing with complaints and handling difficult callers.

Course Length: 3 hours