Great Guide to Telephone Skills Customer Service Training
Telephone Skills for Professionals in Health Care by Wendy Leebov

This booklet is a nuts and bolts guide to great telephone skills customer service and behavior...because when healthcare employees are on the phone, your organization’s reputation is on the line! After making a convincing case about the importance of great customer service on the phone, it identifies the critical behaviors that impress customers and build their customer in your staff, your department and organization. Self-awareness tools, telephone protocols and skill-building exercises make this guide a great aid in staff development and coaching.

Content

Topics	Interactive Exercises and Self-Help Tools
Telephones in Health Care	Rate Your Telephone Communication Telephone Check-Up
Making Friends with Your Phone	Know Your Phone System Voice Mail Everywhere! A Friendly Voicemail Greeting Using Another Person’s Voice Mail What Do You Need to Find Out? Phone Courtesy with Co-workers Before You Answer Greet like a Pro Test your Greeting Handling Wrong Numbers A Good and Glowing Good-Bye Taking Messages Your Own Message Format
Pinpointing the Caller’s Needs Good Listeners Aren’t Born That Way	Listening Practice Probing with Questions Job Aids
Handling Sticky Situations	What Can You Say to an Angry Caller? How to Say “No” with a “Yes” How to Put People on Hold Handling Phone Complaints Dealing with Language Differences
Plan, Practice and Sharpen Your Skills	Planning Your Telephone Tactics What’s Wrong with These Conversations? Ten Critical Points in Effective Telephone Communication

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Great Guide to Telephone Skills Customer Service Training Telephone Skills for Professionals in Health Care by Wendy Leebov

Content

Great Guide to Telephone Skills Customer Service Training
Telephone Skills for Professionals in Health Care by Wendy Leebov