Making the Right Call! 

SGRI Copyright 2007

 Statistics have shown that 55% of the communication process involves body language. If that is true, then we lose over 50% of our ability to communicate when on the telephone. In some ways, it is like attempting a job with one hand tied behind your back! If good communication is the key to getting the job done right, then learning effective communication strategies on the telephone is crucial to any organization’s ongoing success. During Customer Service – Making the Right Call, we will review basic telecommunications etiquette; telephone manners that make a good business impression; the correct way to answer the phone; speaking effectively on the phone; phrases to avoid; dealing with resistance and disgruntled callers, and much more including a brief discussion on email etiquette! If you make or receive even a handful of phone calls each day, this four hour training initiative will continue paying dividends for years to come.