Phone Basics 101

Phone Basics 101

Pet Care AssociationCategory: FRONT DESK – Duration: 15 minutes – Prerequisites: None


It’s on the phone that many relationships are made or are damaged. The skill set required to perform well under pressure and in a face paced environment must not be left to chance. In this module, you will learn how the very best do it. We start with the design of the responsibilities and help you work towards a more focused roll. After all no one is great at doing 10 things at once! So first we establish your goals for the front desk role.

Next we look at the situations that most commonly hinder high performance and customer satisfaction. Here are a few of the scenarios we cover in detail: Upset customers, unreasonable customers, how to put someone on hold, how to apologize for mistakes, the three keys to turning a “lose” situation into a “big win”, taking customer and prospect questions in a hectic environment and more. Multi-tasking is unavoidable at the front desk but that doesn’t mean your customers need to feel like they walked into a blender either. How can you keep your cool and stay very efficient? The key is planning, organization, and motivation.

Our final chapter in this course, deals with motivation: reward, consequence, and avoiding burnout. You can take a great person and shred them in this position. So we have to make sure the proper rewards and consequences are in place for consistently high performance.