Telephone Skills
for Administrative and Front-Desk Professionals
- Essential words and phrases that make a caller feel welcomed and
give a great impression of your company
- Tips for dealing with a high volume of calls—and how to
diplomatically place people on hold
- Simple guidelines for handling and disarming difficult people,
whether they’re rude, angry, or upset
- Making sure you’re understood; great vocal techniques and speech
pacing tips
- Tricks to taking a message or transferring a call
- Simple phone etiquette tips—and why it matters so much
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