Phone Etiquette .:. Professional Image Management

Phone Etiquette

Telephone conversations should follow the same business etiquette rules as face-to-face meetings, and often carry just as much importance. Following basic rules of phone etiquette helps to make the experience pleasant and productive for all those involved, and could be the deciding factor in closing a deal. Yet, it can become easy to forget our manners when distractions are all around us. Your employees’ reputation for service will depend on how well incoming calls are handled.

In our phone etiquette training, employees will learn essential telephone etiquette skills. Putting callers on hold too long, not knowing how to effectively transfer calls, responding inappropriately to angry callers, and failing to actively listen can impact how customers perceive your company. Our phone etiquette training will provide the skills needed to provide quality customer service to your prospects and clients.

Telephone Training – Client quotes

“The topics covered in the telephone training session by Juanita Ecker were outstanding. The topics, telephone courtesy and customer relations, are important for the daily functions of our employees. Our staff frequently interacts with the public. Juanita provided the skills that are essential in maintaining a professional atmosphere.

The interactive nature of Juanita’s presentation allowed for many opportunities for role-playing and other exchanges between the staff. I found that the participants were interested and very much at ease with Juanita’s training style. Here, instruction was well received and the seminar evaluations indicated a positive learning experience.

Sgt. Fred Aliberti
Albany Police Department

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“The program that Juanita Ecker provided on telephone training was well received. One of the most difficult trainings to deliver is one that asks the participants to be self-critical and to re-examine the way they interact with others. Teaching tact and diplomacy tops the list of difficult seminars. Juanita's approach to tack, diplomacy and telephone customer skills made each and every participant comfortable and receptive to change. Juanita Ecker was a pleasure to work with; it was a job well done."

Laura S. Noeker
Staff Development Program Administrator
Civil Service Employees Association

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“The telephone and customer service training that Juanita Ecker provided was just what we needed. From the moment the seminar started, I could see each and every one of the participants getting involved and excited. The role-playing was an excellent tool to encourage participation. This helped reinforce the lessons being learned.

The feedback from my employees has been excellent. Juanita’s friendly lessons reminded our employees that we are in business and should treat our customers as such. Since Juanita’s seminar, our customer complaints are down and we are striving to provide quality telephone and customer service using the tools she gave us. My staff has made great efforts to provide better customer service. We will use Juanita again and return to her for additional topics.”

Valerie Scott
Director
Department of Public Safety

Professional Image Management is a firm that specializes in business etiquette training for companies and professionals across the United States. Business etiquette training programs will equip your team with the tools to win in today’s challenging corporate market. Improve your client's first impression. Educate and train your employees to project a professional and consistent image.

At Professional Image Management, we offer a variety of business etiquette seminars. Training programs include: business etiquette, business dining, telephone and e-mail etiquette, tradeshow and convention etiquette, networking and conversation skills, international etiquette, professional image and business casual. Attending a seminar offered by Professional Image Management is an experience you will never forget! Our seminars are created with you in mind - each seminar is tailored to fit your particular challenges.

Business Etiquette Training

Phone Etiquette

Telephone Training – Client quotes