Training Calendar

Mastering Customer Phone Skills

Instructor: EANE Staff
Fee: $175.00

For dates, locations and to register for this program please contact Michele Jackson at 877-662-6444 or mjackson@eane.org

Do you or members of the staff spend the majority of your time dealing with customers (both internal and external) on the phone? This half-day program will help you hone the skills needed to provide a more positive way of communication via the telephone. We will focus on appropriate tone, effective word choice, and maintaining a positive attitude while reducing stress for all involved. Learn effective ways to deal with disgruntled customers over the phone.

Target Audience
All employees who use the phone to do business with internal and external customers

Learning Objectives

• Explore the definition of customer service
• Explain the individual's contribution and mindset needed to improve customer relations
• Reinforce professional telephone communication skills
• Develop effective methods for handling a frustrated or angry caller

HRCI & SHRM Credits: 3.25