Essential Phone Communication Skills is designed for anyone who wants to improve their ability to speak effectively on the telephone. In 13 short videos, Mary Jane Copps, CEO of The Phone Lady, covers everything from answering the phone to leaving voicemail messages, and handling difficult customers to dealing with background noise. Each video ends with written tips and ideas. This course is ideal for students anticipating job interviews on the phone or the need to use the phone as part of their job search, those in sales, business development and fundraising, as well as entrepreneurs will find the information extremely valuable, as will anyone wanting to create excellent customer service.
Being able to communicate effectively on the telephone is a powerful life skill - for business and in our personal lives. This introduction reveals why phone skills matter and how they both build and support strong relationships.
When we answer the phone we are creating a powerful first impression. Here are the steps to making sure it is a positive one.
Our voicemail is our receptionist, our avatar. It creates a lasting impression that impacts our relationships with customers, prospects and employers. Here you'll find the guidelines for creating a voicemail message with impact.
Learn why it is important to leave messages, how to avoid phone tag and how to increase the number of people that return your calls.
The guidelines for active listening will improve your ability to engage with clients, prospects or employers not only on the phone, but in face-to-face meetings as well.
The key to successful phone communication lies in your ability to create conversation. Learn how to inspire anyone to tell you more about themselves, their company, the jobs they have available, etc.
Job interviews on the phone are particularly stressful. How can you not only make them easier, but also help yourself stand out from other candidates. Here are some ideas that work.
There are strategies to consider when it comes to ending a phone call with a customer or prospect. You always want to close the conversation in a professional way.
Everyone has encountered accents on the phone they could not understand, but few people know how to meet this challenge in an open, friendly way that allows communication to take place. It's easy, as this lesson reveals.
When there is background noise on a phone call it becomes a distraction that limits communication. Here are simply ways to make sure noise does not impact your phone conversations.
Conference calls can be extremely frustrating, with people talking over each other, others not participating in any way. Follow these guidelines to make sure your conference calls are highly productive.
One of the most difficult things to do on the phone is deal with someone who is upset or angry. Yet once you understand the psychology of this situation, you'll be able to handle these calls with ease.
In many industries, endless hours and a lot of energy is spent on the phone with the customer that tells a good story - again - and again - and again. Here is the very best way to politely deal with the constant talker without giving offence.
Here are my five top tips for anyone to improve their ability to communicate on the telephone.
Who is the phone lady and why is she the queen of effective communication skills?
An accomplished author, speaker and facilitator, Mary Jane Copps aims to improve communication at all levels. Her illustrious career found her on the end of the telephone as a manager, a journalist, a salesperson, a researcher and a fundraiser where she sharpened her customer service phone etiquette and interview skills.
Mary Jane has spent 27 years analyzing the psychology of a phone call, information she now shares with entrepreneurs, not-for-profits, corporations and government departments in her mission to improve telephone interactions between businesses and clients (and vice versa!). The Phone Lady also helps her clients deal with their phone phobia and get them on track to becoming effective communicators who turn every phone call they make into lasting business relationships.
All of her clients have one thing in common – they need to clearly and succinctly communicate by phone with both existing and potential clients, customers, donors and sponsors. Whether it is a receptionist taking the call, a salesperson or fundraiser placing the call or a CEO accepting the call, everyone can – and should – improve their existing telephone communication skills.