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Live Webinar

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

Also available as:

OnDemand Course

Telephone Communication Strategies for Administrative Professionals

December 2

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; and 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 33 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 33 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 Course

This course was last revised on November 29, 2017.

Call 1-866-352-9540 for further credit information.

Live Webinar Registration

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

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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More Program Information

Why Lorman?

Over 33 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, Now Hear This, Inc.
  • More than 25 years helping people enhance interpersonal communication skills and improve telephone communication through keynote presentations, workshops, and seminars throughout the U.S.
  • Lorman Education Services recognizes Jeannie as a Platinum Distinguished Faculty member since 2012
  • Award-winning author of Beyond Hello: A Practical Guide For Excellent Telephone Communication and Quality Customer Service and contributing author in Real World Customer Service Strategies That Work
  • Writer of numerous published articles and respected national authority on telephone communication for exceptional customer service
  • 25-year professional member of the National Speakers Association (NSA); Past president of the International Customer Service Association Colorado Chapter (ICSA)
  • Creator of 4-pack audio CD learning series comprised of most requested keynote presentations
  • Clients include Fortune 500 corporations and national association meeting planners
  • Can be contacted at 303-337-1991or [email protected]
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More Program Information

Why Lorman?

Over 33 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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 408012
Published 2017, 2020
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