Click “Play” to watch a brief video featuring Kit Welchlin from this presentation:
The most important interactions with customers and co-workers can happen over the phone. Using the telephone effectively involves much more than simply dialing numbers and chatting with your favorite person.
The way you use the telephone has an impact on how people feel about the quality of service your entire organization provides.
Participants will learn…
- How to identify and improve your points of encounter
- Professional tips and techniques
- The do’s and don’ts of putting people on hold
- How to take meaningful messages and transfer calls
- How to improve your listening skills and customer service
- Ways to deal with difficult people on the phone
- Responses that restore relationships
“Thank you for presenting at our Community Mental Health Conference. We have included comments from participants: “Wow! Very exciting! Presenter was very excited about his job, which got me excited; consequently, I learned a lot and will know how to handle difficult people. Time just flew by.”
Angie Finholt, Director of Education, Minnesota Association of Community Mental Health Programs, Inc.
