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COM 122 - Effective Telephone Skills: Balancing Your Tone
Course Description
Maintaining a healthy business relationship with your callers requires a friendly and inviting tone. In this course, we'll discuss the role your tone of voice plays in conducting conversations with customers over the phone. We'll also explore how to establish the right tone for any customer service situation.
Course Objectives
After completing this course, you will be able to:
  • Develop a friendly, inviting, and comfortable tone of voice.
  • Understand how your tone can impact your conversations.
  • Adjust your tone to suit the needs of your customers.
Chapters and Pages
 
- Introduction
- What is the "Right" Tone?
- Despite Our Expectations...
- What is the Right Tone? (C)
- When the Customer Deserves Your Best
- When the Customer Deserves Your Best (B)
- When the Customer Deserves Your Best (C)
- What to Watch out for
- Staying Focused
- Smiling
- Smiling (Cont'd)
- Enthusiasm
- Empathy
- Is the Customer Ever Wrong?
- Why Is This Important?
- Review
- Let's See What You've Learned!

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