Manager's Toolkit #2

phone: 215.413.1969 fax: 215.413.2824 e-mail: wleebov@wendyleebov.com

		Manager’s Toolkit 2: Improving Customer Service on the Phone “When you’re on the phone, your reputation is on the line.”
		Successful people recognize the power they have to handle the phone effectively. They consciously decide how to act on the phone and how to use the phone as a powerful tool for serving customers and pursuing their other personal and professional goals. Full of self-help exercises and protocols, this toolkit helps managers take a fresh look at their team’s phone habits and identify ways to fine tune them, so that staff leave their customers impressed with your team and organization.
Content

Toolkit Content	Selected Tools
Understanding Your Phone System	Knowing How Your Phones Work Knowing Your Voicemail System Working with the Operators
Protocols for Phone Interactions	A Welcoming Attitude and Your Own Greeting Ritual An Impressive Goodbye Listening, Probing, Identifying Caller’s Needs How to Juggle Many Calls at Once How to Put Callers on Hold How to Take Good Messages How to Handle Phone Complaints Job Aids
Handling Sticky Situations	“Sorry, Wrong Number.” Multiple Customers at Once Dealing with the Angry Caller How to Say “No” with a “Yes”
Staff Development	Skill Practice Model What’s Wrong with These Conversations? Personal Coaching Peer Coaching Personal Phone Check-Up
Printed Reinforcements	Mini-Quiz Ten Critical Points
Hold Staff Accountable	Phone Competency in the Job Description Orient New Employees to Start Off Right

Toolkit Pricing	$50/each Design for 90-minute Management Briefing (to orient management groups to each toolkit): $65 License to copy and distribute to multiple managers: $8/manager