Telephones may have changed over the years but the service we expect to receive when we make a call has not. In fact, we may have higher expectations (and shorter tempers) when we actually reach a live person on the phone. This class will examine the art of delivering exceptional customer service on the phone when things are status quo, and when the caller is irate. We’ll discuss the components of effective communication, identify the “7 P’s” of phone etiquette, and learn a handy acronym that CGA professionals can reply on when the phone conversation gets a little heated.

Skill Set: Professional Development
Facilitator: Molly McAllister, CPTD & CPC
Platform: Zoom
Details: 10/16/2025 from 09:30am – 11:00am
Enroll: CLICK HERE or email Molly.McAllister@cga.ct.gov