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