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Live Webinar

90-minute live streaming program
  • November 29
  • 1:00 - 2:30 pm EST

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OnDemand Webinar
Audio & Reference Manual

Telephone Communication Strategies for Administrative Professionals

November 29

Learn to speak positively and project your credibility when communicating over the telephone.

Some people consistently perform well on the telephone. They enjoy working with customers and find telephone work challenging; they're pleasant, helpful and confident; they transmit enthusiasm when accepting or placing calls. The most memorable gift we can give our customers is a positive first impression. Keep in mind that first impressions create lasting memories of you and your company - whether they're positive or negative. Do you demonstrate characteristics that create an image your customers will remember with pleasure and won't be surprised to see?

As with initial introductions in face-to-face encounters, your telephone greeting helps you present a memorable image, makes the customer feel welcome and builds a rapport in support of your organization's customer service goals. Yet, building a rapport and communicating with your customers is more than just being friendly, courteous and kind. Communication is a two-way street. It's easy to assume you've carefully explained a situation to the customer in an understandable way. And it's frustrating to repeat what's been said several times in an effort to get your message across.

Learn tips, tricks and techniques to project a positive persona; best practices in initial greetings; how to get your message across without being face-to-face; and behaviors to avoid during customer interaction.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Overview
  • Learning Objectives
How Does Your Customer See You?
  • Perceptions Are Nine-Tenths of Reality
  • Painting a Positive Self-Portrait
  • Relationship Values
Guidelines for Professional Greetings
  • Greetings Menu
  • Greeting Closure Options
  • Next Steps
Making the Right Connection
  • Visual Communication Styles
  • Auditory Communications Styles
  • Kinesthetic Communication Styles
Pitfalls and Stumbling Blocks
  • Positive Attitude
  • Back to Basics
  • Inclusive Communication
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Live Webinar Registration

  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

Audio & Reference Manual

No credit available.

Who should attend?

This live webinar is designed for administrative assistants, executive assistants, office administrators, secretaries, office managers and other administrative professionals.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Jeannie Davis

Jeannie Davis

Now Hear This, Inc.

  • President of Now Hear This, Inc. with more than 22 years focusing on enhancing interpersonal communication skills and telephone communication keynote presentations, workshops and seminars
  • Lorman Education Services recognizes Jeannie as a Platinum Distinguished Faculty member
  • Award-winning writer of Beyond Hello: A Practical Guide For Excellent Telephone Communication and Quality Customer Service and contributing writer of Real World Customer Service Strategies That Work
  • Writer of numerous published articles and respected national authority on telephone communication for great customer service
  • 22 year professional member of the National Speakers Association (NSA); past president of the International Customer Service Association Colorado Chapter (ICSA)
  • Produced 4-pack audio CD learning series comprised of most requested keynote presentations
  • Clients include Fortune 500 companies and national associations
  • Can be contacted at 303-337-1991, [email protected] or www.phoneskills.com
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 400523
Published 2016, 2017
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