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Telephone Communication Techniques

In today's fast-paced workplace, effective telephone techniques are essential for quick, efficient communication. Customer-focused organizations know a courteous, friendly attitude helps build customer loyalty and enhance vendor relationships. Develop a telephone personality that creates a positive first impression and fosters goodwill.


Additional Information

Learn About
  • Identifying needs and expectations of telephone customers
  • Identifying and applying customer service concepts to telephone conversations
  • Speaking at an appropriate rate and volume
  • Responding appropriately to incoming calls, including complaints
  • Taking complete and accurate messages
  • Using good listening skills to understand the message and diffuse emotional barriers
  • Creating effective voicemail messages
  • Communicating a positive, courteous and helpful attitude
Business and Industry Services

Fox Valley Technical College
Business & Industry Services
D. J. Bordini Center
5 N. Systems Drive
P.O. Box 2277
Appleton, WI 54912-2277

bi.services@fvtc.edu
www.fvtc.edu/bis

P: 888-458-0449
P: 920-735-2525
F: 920-735-4771


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