TELEPHONE MANNERS AND ETIQUETTES

Manique Gunaratne received training on Telephone Manners and Etiquette in September 2006 which covered the following areas to Change mindset from sympathy to empathy.

• Moving from difficult to delighted customers.
• Role of the front line.
• Customer’s dissatisfaction to satisfaction to delight.
• Why do customers become difficult?
• Handling complaints and service recovery.
• Prevention is better than cure.
• Tips in handling tyrant callers.

 

Kishara Manique Gunaratne

Founder: Kishara Trust