Mobile Technical Institute

Is the success of your dependent partially – or largely – dependent on telephone communication? If so, it’s impossible to underestimate the importance of making sure that every member of your team has – and uses -- outstanding telephone customer service skills.

Providing effective telephone customer service isn’t something that can be reduced to a certain way of answering the phone or following a customer communication script. It requires an understanding of what customer service really is, a commitment to continual improvement of interpersonal communication skills and a customer-focused mindset.

Properly used, the telephone can be a valuable customer service tool that is convenient, economical and efficient. Participate in MTI’s Effective Telephone Customer Service audio conference and find out how to make the most of this important form of customer communication.  

This course provides training on the key components of effective telephone customer service. Topics covered include:

• Projecting a professional image via telephone
• 7 essentials of effective telephone customer service
• Language choice don’ts: words to avoid
• Word usage do’s: customer focused language
• Beyond the words: keys to effective nonverbal communications
• Tips for improving your telephone voice
• Customer-focused listening skills
• Additional helpful tips for providing effective telephone customer service

About the Trainer

Mary GormandyWhite, M.A., SPHR, is co-founder and managing director of Mobile Technical Institute, where she oversees the organization’s corporate training and consulting functions. She is the author of 101 Human Resource Management Tips and 101 Successful PR Campaign Tips in the LifeTips book seriesand has extensive experience in management, marketing and training. She teaches a variety of seminars, corporate training coursesfor clients throughout the U.S. and is a frequent speaker at association meetings and conferences.