Telephone Customer Service - Susan McGraw, Employee Development Trainer

Employee Development & Training

Service Essentials™ for Telephone

Eighty-six percent (86%) of the message your customers receive on the telephone is conveyed through your service representative's tone of voice. Service Essentials™ for Telephone develops those crucial yet often overlooked tone-of-voice skills. This one-day program instills the fundamentals of excellent telephone skills including:

Creating a service attitude before answering the phone.
Managing the call process.
Putting the caller on hold.
Transferring the call.
Taking messages.

This comprehensive approach to telephone skills improvement incorporates Inscape Publishing's Personal Profile System© 2800 Series and other DiSC resources. Participants learn to identify different styles, adapt their behavior to better meet their customers' needs, and build relationships via the telephone.

This program uses research-based assessment profiles and materials created by Inscape Publishing and is offered as a one-day program for a maximum of 30 participants.

Service Essentials™ for Telephone
Trainer's Kit: $620.50

Facilitator's guide.
Participant manual.
Essential Practices card.
Personal Profile System 2800 Series.
DiSC Talk! Key to DiSC Dimensions of Behavior.
DiSC Talk! Action Planner.

Participant Materials: Service Essentials™ for Telephone $154.50/person

Participant manual.
Essential Practices card.
Personal Profile System 2800 Series.
DiSC Talk! Key to DiSC Dimensions of Behavior.
DiSC Talk! Action Planner.

To purchase training curriculum, please call 734-330-4772 or email your request.

Facilitation by Susan McGraw

If you are interested in having this program delivered by Susan McGraw, please call to discuss:

how this program could be tailored to meet the specific needs of your organization;
the desired outcomes for group participants; and
the program costs.

For more information, email Susan McGraw or call her at 734-330-4772.