Every call is an opportunity to provide service that adds value to a caller-this is the case whether the person on the other end of the line is an internal colleague or an external customer. The emphasis should therefore be on providing excellent telephone service: after all, without good service, there would be no business! No organization will survive if it treats its requests for information and assistance poorly, and initial telephone contact usually sets the tone. Because a telephone call will often be the first and most long-lasting impression a customer forms about your organisation, this booklet has been developed to help you create better first impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line.
Publisher: Worldwide Center for Organizational Development
Author: Jon Warner and Anne Sandberg
Publication Date 2007 All rights reserved.
Rapid Skill Builder Series Team Briefing Booklets are short, sharp and succinct resources provide best practice thinking on a range of key topics and are currently available in 50 titles. They are designed to provide a practical method for improving skills and focus on explaining the main steps in the process. On the back page of each booklet, a template illustrates how the process fits together for practical and immediate application.
These resources can be used in many settings, including: staff meetings or other group gatherings where time is limited and you want to discuss a specific skill or topic; pre-course work (to provide a brief and practical introduction to a topic); one-on-one or group coaching; self development; any other situation where a practical best practice process is required and time is limited.
This product is a downloadable PDF. By purchasing this product, you are entitled to print one copy for your use. Photocopying and distributing the booklet to others is a violation of the copyright.