Phone Etiquette: Addressing Client Concerns

Objectives: Explain how to be prepared for a conversation with a concerned caller. Identify techniques for effectively addressing client concerns on the phone.

Description: Speaking with a client who has concerns about an aspect of your agency’s services can be challenging. It’s important to be prepared for these conversations. Learning to address the caller’s concerns in a supportive and professional manner will help meet the client’s needs and also prevent unnecessary frustration for you. In this class, you will learn techniques to approach these conversations with confidence and tact.