From "Hello" to "Goodbye"

Topics Included:

• All the Office's a Stage (Opening scene)
• Rings Around the Office (When to answer a ringing telephone)
• Whose Job Is It Anyway? (Telephone responsibility)
• Hi, Hello, Howdy (The greeting)
• Mind Your Manners (Telephone etiquette)
• Close the Call (Scheduling appointments)
• Hold Please (Placing callers on hold)

• Your Estimated Wait Time (The on-hold message)
• Lost in the Branches of the Phone Tree (Telephone menus)
• When You Need Backup (Transferring calls)
• Massage the Message (Leaving and taking messages)
• It's for Me! (Personal calls)
• Chatty Callers (Dealing with the talkative caller)
• Patience with Patients (Handling the unhappy caller)
• Stammer and Stutter with Style (Handling tough questions)
• Where Do You Go From Here? (Final thoughts)