There’s nothing worse than calling a business and being put on hold, or more frustrating than that, finding yourself unable to speak to a live person. This is the first in a two-part series on telephone etiquette and the delivery of amazing service. Being in a customer service role, you are often a customer’s first point of contact, so it is critical to master these skills. This course discusses appropriate answer time, telephone greeting, quality of listening, control of the call, and the importance of having strong product and service knowledge. Utilize this course among your customer service teams to empower them to be the best customer service representatives and agents they can be by honing these techniques. Be sure to continue with Award Winning Telephone Techniques Part 2.