Learn tips, tricks, and techniques to create and maintain a positive telephone attitude.
We all have bad days ... times when we simply do not demonstrate attitudes and/or behaviors that allow us to present exactly the positive image we want others to see. And we often expect people to accommodate our negative attitude as part of who we are with no regard for how productivity suffers because our self-imposed defiance. There are many benefits to creating and maintaining a positive attitude. Optimistic people can envision success and therefore are able to achieve goals. People are naturally drawn to others with pleasant, cheerful dispositions so friendships and relationships are easier to develop. Positive thinking can even give your immune system a boost, and optimism can play a role in helping the body fight off illness and disease. This topic provides tips, tricks and techniques to help you understand how your attitude impacts the level of service you provide. Learn to develop and demonstrate a positive attitude, evaluate your current telephone attitude, and stay upbeat during a busy workday. It's up to you to hold yourself accountable for making necessary, beneficial behavioral changes for personal gratification as you strive toward customer service excellence.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Overview
- Introduction
- Learning Objectives
- Maintaining a Positive Telephone Attitude
How Your Attitude Impacts Your Service
- Owning Every Customer Interaction
- Can Your Smile Be Heard?
- Voice Inflection and Tonality
Developing a Positive Attitude
- Positive vs. Negative Thoughts
- Using Positive Language
- Speaking in Mutuality
Evaluating Your Current Telephone Attitude
- Personal Relationship Values
- Attitudinal Self-Assessment
- How Your Customers Will Benefit
Staying Upbeat During a Busy Workday
- 10 Ways to Keep a Positive Attitude
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on March 26, 2020.
Call 1-866-352-9540 for further credit information.
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Jeannie Davis
Now Hear This, Inc.
- President, Now Hear This, Inc.
- More than 26 years helping people enhance interpersonal communication skills and improve telephone communication through keynote presentations, workshops, and seminars throughout the U.S.
- Lorman Education Services recognizes Jeannie as a Platinum Distinguished Faculty member since 2012
- Award-winning author of Beyond Hello: A Practical Guide For Excellent Telephone Communication and Quality Customer Service and contributing author in Real World Customer Service Strategies That Work
- Writer of numerous published articles and respected national authority on telephone communication for exceptional customer service
- 26-year professional member of the National Speakers Association (NSA); past president of the International Customer Service Association Colorado Chapter (ICSA)
- Creator of 4-pack audio CD learning series comprised of most requested keynote presentations
- Clients include Fortune 500 corporations and national association meeting planners
- Can be contacted at 303-337-1991or [email protected]
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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