Professional Telephone Skills Make every call more positive & productive The telephone is often your first contact with customers and clients. It is imperative that you and your employees make a positive, lasting impression every time. Professional Telephone Skills will give you a crash course in the communication techniques that everyone — from receptionists to top executives — should know and practice. You'll learn specific skills to help you deal with angry and abusive callers, and end every call with a mutually beneficial resolution. When you talk to a caller, you are not just speaking for yourself — you're representing your entire organization. Make sure you are displaying the professional, polished image your organization wants to project. Click to view a sample: Program Highlights The 5 main reasons callers complain — and how to respond Emotional trigger words to avoid 8 steps to disarm angry callers and reach a positive solution Subtle ways to find out what a stumbling or indecisive caller really wants Techniques to get through to non-stop talkers without offending them How to respond when a caller has been mishandled or misinformed by someone at your organization Click to hear a sample audio (requires Windows Media Player®) Windows Media is a registered trademark of Microsoft Corporation in the United States and/or other countries.

How to Deal with Difficult People 4 Audio CDs

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Type	Product	Code	Item Price
DVD	DVD & workbook	21146DVD	US $129.95	Buy Now	Save to Wish List
Video Kit	3-volume video set & workbook	20760	US $129.95	Buy Now	Save to Wish List
Workbook	Additional video workbook	30086	US $12.95	Buy Now	Save to Wish List
MP3	Digital audio & downloadable workbook	DA1073	US $69.95	Buy Now	Save to Wish List