From Curt to Courteous: Mastering the 7 Touch Points of Communication

This online video training class educates viewers on the necessary skills for creating positive customer interactions on the telephone. Nancy Friedman, the Telephone Doctor, explores examples of good and bad common phone interactions with customers. This video demonstrates the proper ways to answer a business call, put a customer on hold, and other scenarios employees are likely to encounter when dealing with the public. Business phone calls are critical to maintaining customer relationships. It is essential all employees learn how to properly answer and handle business phone calls. This training video prepares employees to turn every phone call into a positive experience for your customers. The way we communicate with coworkers and customers sets the tone for workplace relationships. This training video teaches ways to communicate professionally, while sounding friendly. Viewers learn about synchronous communication, which is characterized as an immediate exchange that includes face to face dialog, phone conversations, and instant messaging. Asynchronous communication, when one person contacts another expecting a delayed response, such as with email, voice mail, letter, and fax, is also explained. This course covers each of these methods of communication and illustrates how our voice, mannerisms, and choice of words affect others. Become a more effective communicator by using the tips taught in this training course..