Your company’s reputation is on the line–literally. Make proper exceptional phone skills a standard throughout your
organization with this practical guide. This self-paced book walks through how to adopt a professional, friendly tone
from the initial greeting to the final good-bye–and how to handle whatever arises in between.

There are no prerequisites for this course.

Attitude: It’s Your Choice

  • Be Friendly Before You Know Who It Is
  • Buffer Words
  • Bureaucratic Bounce
  • Call Centers
  • Cellular Phones
  • Cliff-Hangers
  • Company Jargon

Don’t Be Too Busy to Be Nice

  • Eight Great Hates
  • Email
  • Emotional Leakage
  • Fast Talkers
  • Five Forbidden Phrases
  • Foreign Accents
  • Front-Line Operators
  • Getting a Phone Number
  • Gum Chewing
  • Hold
  • How Can I Help You?
  • I Don’t Know
  • Internal Calls
  • Internet
  • Irate Callers
  • Q. Test
  • I’m Sorry
  • “Just a Second”
  • I.S.S. Method trolling the Conversation

Leave a Good Last Impression

  • Message Mangling
  • Message Taking 1
  • Message Taking 2
  • Mirror on Your Desk
  • Music (or Announcements) on Hold
  • “No” at the Start of a Sentence
  • Obscene Phone Calls
  • People Before Paperwork!
  • “Please…Thank You…You’re Welcome”
  • Public Sector

Quality Is a Four-Letter Word

  • Receptionist
  • Returning Phone Calls
  • Rushing Callers
  • Screening Calls
  • Six Cardinal Rules of Customer Service
  • Slow Talkers
  • Smile
  • Speakerphones
  • Swear-Stoppers
  • Three-Part Greeting
  • Tone of Voice
  • Transferring Calls
  • Unavoidable Delays in Answering
  • Voicemail–Curse or Cure?
  • Voicemail General Tips

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