Telephone Skills Training


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Telephone skills author, speaker and trainer, Al Borowski

Telephone Tips and Techniques
Every Employee Should Know

Sleep well at night knowing all of your employees answer the phone in a way that proves to the callers that your employees love working for your company!

Turn what could be a boring task into an exciting, rewarding part of each employee's day!

Telephone skills training involve setting standards for Attitudes, Behaviors, and Communication skills -- the ABC's of telephone success.

The way your employees answer and handle telephone calls makes a powerful statement about your company. Your organization's image, as communicated by your employees' telephone skills, require specific management commitments to communication, training, support, encouragement, and measurement.

Does your company telephone procedure manual cover the items listed below? Do you have a telephone procedure manual?

For: Employees whose telephone skills reflect your organization's image

You will learn:

  • The proper physical environment
  • The proper mental environment
  • The proper customer environment
  • The deadly sins in telephone communication
  • Why the caller calls
  • Ways to make the customer feel special
  • Rules to follow when putting people on hold
  • Rules for taking accurate messages
  • Reasons for asking questions
  • Types of questions
  • Rules for transferring calls
  • Phases to avoid when transferring calls
  • Phrases to use when transferring calls
  • Rules for ending calls
  • Phrases to avoid when ending calls
  • Phrases to use when ending calls
  • Rules for screening calls
  • Benefits of screening calls
  • When to screen calls
  • When NOT to screen calls
  • Rules for screening calls
  • Ways to project a professional image

Program length: 6.5

For more information on this program, please complete the form below.


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Al Borowski, MEd, CSP, PP
Certified Speaking Professional
Professor of Positivity

Connect all the Dots
PO Box 24505
Pittsburgh, PA 15234
877-902-3314 Toll Free
412-561-7035 Fax
Contact Al
Telephone skills author, speaker and trainer, Al Borowski, is a member of National Speakers Association Telephone skills author, speaker and trainer, Al Borowski, is a member of International Listening Association Telephone skills author, speaker and trainer, Al Borowski, is a Certified Speaking Professional

Seek knowledge. Pursue Wisdom. Share the wealth.

The Communication Skills involved in sales, telephone skills, customer service, presentation skillswriting business letters, listening skills, effective email  and training the trainer come together when Al Borowski helps you Connect All The Dots. Al's high energy, content-rich, fun-filled presentations help business professionals get the complete picture when they speak, listen or write.

Al Borowski 2006 All rights reserved

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One Day or Two Day Programs

Let Al put his vast experience and unique style to work for you.

He brings more than twenty years of communication experience to his action packed, highly interactive workshops. He has trained more than 15,000 participants as a seminar leader for The American
Management Association, Dun & Bradstreet, Penn State University,
and Robert Morris University.

Al works with companies who want their employees to communicate clearly and with people who want more impact in their presentations. He helps people save time, get better results and have fun when they speak, write or listen.

You can select from one or two day workshops, and, standard or custom programs. Participants receive a Workshop Manual that becomes a reference resource as part of the program.



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