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Course
Number: |
QM 030 |
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Scheduled
Sessions: |
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Cost
Per Person: |
$110 |
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Wednesday, October 29, 2008
Thursday, April 2, 2009
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Eligibility: |
All |
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Instructor: |
Carol Tripp |
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Length: |
1 Day (8:30 - 4:30) |
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Location: |
Des Moines, Hoover
State Office Building, Level A |
Today many customers know us only by the impression we make on
the phone. Our telephone skills give that first impression and more.
This interactive workshop, to include:
- taking calls, discerning necessary information, and gaining
information from callers
- dealing with difficult, irate, or abusive callers
- exploring ways to not make excuses
- responding if you don’t have the answer
- identifying inflammatory triggers and ways to say what you mean
without angering the caller
Return
to Customer Service
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