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Telephone Techniques FOR TRIBAL STAFF
       Tuition:        $525.00 in advance, $550.00 if invoiced
      Date:            July 19-20, 2011
      Location:    Albuquerque, NM

Class Status: cancelled due to insufficient pre-registration

First impressions can 'make or break' the organization. It is important to treat the public (clients, customers, and others) with respect, dignity, and in a professional manner. Their impression of your organization often depends on how you converse with others. This course focuses on developing techniques of effective telephone communications with the public. Participants learn how to project a positive organizational image, handle and resolve complaints, save time and money, and turn problem callers into satisfied clients.

Key Topics:

	Telephone etiquette
	Telephone procedures
	Screening calls
	Causes of conflict
	Stress management
	Organizing the work area
	Record keeping for calls
	Handling complaints
	Problem solving
	Evaluating your public contact skill

Hotel Information: meeting facility and sleeping rooms:
Sandia Courtyard Hotel, 10300 Hotel Avenue NE, Albuquerque, NM 87123; (505) 296-4852, (505) 293-9072 fax; book online at www.sandiacourtyardhotel.com