Delivering A Positive, Professional Customer Experience Over the Phone

The way you interact with your customers on the phone can make the difference between a positive or negative experience with your company. You are often the person's first impression of your organization which means excellent phone etiquette is crucial.

Join communication expert, Myra Golden, to gain the tools you need to set a positive tone and attitude that is contagious with your callers. Learn de-escalation techniques when dealing with a difficult customer and the tools to handle any situation with confidence.

After this 60-minute workshop, you'll walk away ready to:

• Start the call off right - how to open with a friendly welcome
• Listen first, then communicate in a way that offers the best customer experience
• Defuse difficult situations when calls go south
• Use examples of real-life scenarios and know the best way to respond

Program Highlights

Setting a Positive Tone & Attitude: Training for Frontline Staff or Client-Focused Professionals

• 3 key elements of the perfect call opening - ensure your welcoming is friendly
• Why you shouldn't ask probing questions prior to a lead-in
• Using the right tone when acknowledging concerns, placing callers on hold or transferring calls

Sharpen Your Communication & Listening Skills: Ensure a Positive Experience

• Tone, inflection & pace - communicating without body language
• Effective ways to keep emotion out of your conversations
• Ways to graciously bridge into questions without it feeling like an interrogation

When Things Spiral Out of Control: Tactics for Handling Difficult Callers

• Get to the root of the problem - de-escalation to manage hostile callers
• How to tell a customer they're wrong -without telling them directly
• What to say and not to say - specific words and phrases to use - and those to lose
• How to graciously close the call and end on a positive note

ABOUT THE SPEAKER

Gail Golden

As the Principal of Gail Golden Consulting, Gail Golden, MBA, Ph.D., helps people hit peak performance and become better leaders by drawing on her unique cross-background perspective. As a licensed psychologist and an MBA-holding entrepreneur, Gail understands both the emotions and the economics successful C-suite executives must master. Her unique approach combines sports-influenced tactics of performance coaching with psychology-trained skills of empathy to bring the best out of businesses, leaders, and employees. Gail specializes in helping companies and leaders handle rapid change, build high-performing talent, avoid burnout, plan for succession, and drive success. Gail's book, 'Curating Your Life,' was published by Rowman & Littlefield in April 2020. The book is based on what she's learned over more than two decades of helping leaders of all types maximize their achievements. Curating Your Life is full of advice on how to direct your energy toward identifying and accomplishing your most important goals.