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Category: Management and Leadership Resource Centre

Below is a variety of resources on telephone skills by Derek Hendrikz, including power point slide presentations, video clips, process maps, templates, articles, blog posts and psychometric testing. Covers telephone etiquette, how to answer the phone, priority problems, telephone complaints, general skills, dealing with difficult people, call centre operator skills, the Keirsey Bates Temperament Sorter and more... Derek Hendrikz is a strategic leadership & strategy development and implementation specialist who offers training, seminars, consulting services and coaching in this regard.

Following are Derek's PowerPoint Slides on Telephone Skills:

Follow Derek Hendrikz on Slideshare and get all his PowerPoint Slide Presentations on a variaty of topics... Click Here!

• Call Centre Operator Skills

• Customer Relationship Management

• Customer Service at the Front Desk

• Telephone Skills

• Working with Difficult People

Following are Derek's Video Clips on Telephone Skills:

Follow  Derek Hendrikz on YouTube and get all his Video Presentations on a variaty of topics... Click Here!

Click Here for Playlist on all Telephone Skills Videos

• Crucial Telephone Skills

• Telephone Etiquette

• How to Answer the Phone

• Priority Problems when Answering a Phone

• How to Process Telephone Calls

• Handling Telephone Complaints

• Dealing with Angry and Difficult People

Following are Derek's Process Flow Charts on Telephone Skills:

• The Sales Process

Following are Derek's Psychometric Tests and Questionnaires on Telephone Skills:

• Keirsey Bates Temperament Sorter

• Assertiveness Test