Online Telephone eLearning - Training Resources
Telephone Training Provider? - Tell us about your Training!
 online course |
 instructor-led class |
 learn at home |
 group study |
 self-directed study |
 cd-based training |
 DVD video training |
 printed book |
 e-book digital book |
 workshop seminar |
 train the trainer |
 computer-based learning |
 discount pricing |
 online tutorial |
From Online Training Directory
Living Online - IC3 Training Solution
...e relationships among different networks (i.e., computer, telephone, and the Internet), proper "netiquette," and how to keep their computer data, hardware, and software safe. Specific skills will also be covered. These include browsing the Web, searching the Web for specific information, bookmarking favorite sites, using Web data in common applications, and many e-mail skills using Microsoft
more...
...e relationships among different networks (i.e., computer, telephone, and the Internet), proper "netiquette," and how to keep their computer data, hardware, and software safe. Specific skills will also be covered. These include browsing the Web, searching the Web for specific information, bookmarking favorite sites, using Web data in common applications, and many e-mail skills using Microsoft
more...
21st Century Professional Networking
The value of professional networking in the 21st Century has grown in value, methods and applications.
This course examines professional networking methodologies and practices in today`s global communications environment. Participants will network with each other utilizing practices and prescriptions for networking success. From grass roots communications to technology based networking, this
more...
The value of professional networking in the 21st Century has grown in value, methods and applications.
This course examines professional networking methodologies and practices in today`s global communications environment. Participants will network with each other utilizing practices and prescriptions for networking success. From grass roots communications to technology based networking, this
more...
Travel Sales and Trends - Instructor Led
Enjoy expected as well as surprising sales techniques and new approaches as you explore and practice them. Included you will find telephone business manners, listening skills, and tools for targeting the traveler.
more...
Enjoy expected as well as surprising sales techniques and new approaches as you explore and practice them. Included you will find telephone business manners, listening skills, and tools for targeting the traveler.
more...
The Art of Professional Telephone Communication
...telephone calls into a selling advantage
Business and telephone calls go together like salt and pepper. When you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences.
You want to know
more...
...telephone calls into a selling advantage
Business and telephone calls go together like salt and pepper. When you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences.
You want to know
more...
Legal Nurse Consulting Certificate Program
...and communication with the course instructor is by email, telephone, fax, and/or US postal mail. Participants can utilize all of any one of these vehicles to communicate with the instructor.
The course is presented in four (4) modules (Each module is outlined below, including content and reading assignments. Following the completion of each module, the participant will take an examination. The
more...
...and communication with the course instructor is by email, telephone, fax, and/or US postal mail. Participants can utilize all of any one of these vehicles to communicate with the instructor.
The course is presented in four (4) modules (Each module is outlined below, including content and reading assignments. Following the completion of each module, the participant will take an examination. The
more...
Front Desk Agent- Instructor Led
...s are guided through the historical context, terminology, telephone techniques, room reservations, check-in and check-out procedures, guest inquiries, complaints, accounting administrative tasks performed by hotel front desk agents. Participants will experience the physical stamina required as a front desk agent multi tasks and trouble shoots each client contact.
FAQ How long will it take me
more...
...s are guided through the historical context, terminology, telephone techniques, room reservations, check-in and check-out procedures, guest inquiries, complaints, accounting administrative tasks performed by hotel front desk agents. Participants will experience the physical stamina required as a front desk agent multi tasks and trouble shoots each client contact.
FAQ How long will it take me
more...
Build Your Own BIZ(tm) - Customer Service That Sells
Develop an internal customer service culture that is dedicated to serving your customers. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business situation.
more...
Telephone Sales Skills
Course description -- This course identifies the specific selling techniques and strategies that sales people need to be effective over the phone. It gives suggestions for relieving the anxiety of picking up the phone; checklists to make sure you are prepared for that all-important conversation, and techniques for polishing your over-the-phone approach. IMPORTANT NOTE: INTERNET EXPLORER (IE)
more...
Course description -- This course identifies the specific selling techniques and strategies that sales people need to be effective over the phone. It gives suggestions for relieving the anxiety of picking up the phone; checklists to make sure you are prepared for that all-important conversation, and techniques for polishing your over-the-phone approach. IMPORTANT NOTE: INTERNET EXPLORER (IE)
more...
Telephone Skills for Quality Customer Service
...Telephones are an everyday part of business and often aid in your customersa first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and how to influence your
more...
...Telephones are an everyday part of business and often aid in your customersa first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and how to influence your
more...
How To Master Customer Service
Course description -- Customer service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very
more...
Course description -- Customer service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very
more...
A Day 4 - Chapters 14-18
This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This fourth of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers the skills needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and
more...
This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This fourth of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers the skills needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and
more...
From 123-CBT Computer Based Training
Telesales Communications
...ere, I want you," to his assistant on March 10, 1876, the telephone has become the major person-to-person communications tool. It has taken a place of dominance in the sales industry. As a professional salesperson, it is vital that you have effective telesales techniques.As a communications medium, the telephone has a dampening effect on our interpersonal communications. This course will help
more...
Telesales Communications
...ere, I want you," to his assistant on March 10, 1876, the telephone has become the major person-to-person communications tool. It has taken a place of dominance in the sales industry. As a professional salesperson, it is vital that you have effective telesales techniques.As a communications medium, the telephone has a dampening effect on our interpersonal communications. This course will help
more...
Developing Excellent Time Management Habits
...s, you need to develop techniques for handling paperwork, telephone calls, and e-mails to maximize their value, and minimize their disruptive potential. Technology makes it possible for us to be more efficient--get more done--in many different ways. But you need to make sure that you are really controlling the technology so that it also helps you to be more effective--getting the right things
more...
...s, you need to develop techniques for handling paperwork, telephone calls, and e-mails to maximize their value, and minimize their disruptive potential. Technology makes it possible for us to be more efficient--get more done--in many different ways. But you need to make sure that you are really controlling the technology so that it also helps you to be more effective--getting the right things
more...
Call Center Telephone Sales
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
more...
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
more...
Inbound Call Centers People Management
...e "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union and nonunion personnel policies. Have you ever wondered how to attain
more...
...e "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union and nonunion personnel policies. Have you ever wondered how to attain
more...
Call Center Communication Skills
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
more...
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
more...
Effective Telephone Techniques
This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology
more...
This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology
more...
Making Telephone Calls Count
...nt. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key
more...
...nt. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key
more...
Optimizing E-mail at Work
...s to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what
more...
...s to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what
more...
Communication Business Etiquette
...priate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person, over the
more...
...priate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person, over the
more...
Etiquette at the Business Meeting
...et of rules. Did you know that it's acceptable to use the telephone to invite people to a small, informal meeting but that written invitations are considered proper for all formal meetings? Did you realize that at a business lunch, small talk should be reserved for the period before the food has been ordered? Such is the nature of etiquette at the business meeting. In this course, you'll learn
more...
...et of rules. Did you know that it's acceptable to use the telephone to invite people to a small, informal meeting but that written invitations are considered proper for all formal meetings? Did you realize that at a business lunch, small talk should be reserved for the period before the food has been ordered? Such is the nature of etiquette at the business meeting. In this course, you'll learn
more...
Using Effective Business Communication
Someone walks into your office and tells you that the ten important packages you couriered have safely arrived in Albany, New York. Unfortunately, they were supposed to go to Albany, Georgia. This is an announcement no one wants to hear. This course is designed to help you use effective business communication as an effective administrative support professional.Learn about etiquette in the
more...
Someone walks into your office and tells you that the ten important packages you couriered have safely arrived in Albany, New York. Unfortunately, they were supposed to go to Albany, Georgia. This is an announcement no one wants to hear. This course is designed to help you use effective business communication as an effective administrative support professional.Learn about etiquette in the
more...
Sales Skills Effectively Closing a Sale
In Sales Skills: Effectively Closing a Sale, you will learn how to focus on clients' key issues when speaking to them, why product demonstrations are beneficial, and why it is important to speak with satisfied clients. You will also learn how to recognize buying signals, how to respond to resistance, and what to do if a sales meeting becomes uncomfortable. In addition, you will learn when to close
more...
In Sales Skills: Effectively Closing a Sale, you will learn how to focus on clients' key issues when speaking to them, why product demonstrations are beneficial, and why it is important to speak with satisfied clients. You will also learn how to recognize buying signals, how to respond to resistance, and what to do if a sales meeting becomes uncomfortable. In addition, you will learn when to close
more...
Professional Selling Over the Phone Preparation Strategies
...e 2 to 4 hours Objectives Unit 1: Preparing for Telephone Sales (0.5 - 1 hour) Match the guidelines for organizing your workspace with their corresponding reasons. Sequence the steps for preparing to write an effective telesales script. Apply the steps for preparing to write an effective telesales script.
more...
...e 2 to 4 hours Objectives Unit 1: Preparing for Telephone Sales (0.5 - 1 hour) Match the guidelines for organizing your workspace with their corresponding reasons. Sequence the steps for preparing to write an effective telesales script. Apply the steps for preparing to write an effective telesales script.
more...
Professional Selling Over the Phone Closing a Sale
... 4 hours Objectives Unit 1: Closing Sales Over the Telephone (0.5 - 1 hour) Identify the guidelines for preparing to close telesales. Sequence the steps of the closing process. Follow the process for closing a sale. Simulation Overview: In the first half of this
more...
... 4 hours Objectives Unit 1: Closing Sales Over the Telephone (0.5 - 1 hour) Identify the guidelines for preparing to close telesales. Sequence the steps of the closing process. Follow the process for closing a sale. Simulation Overview: In the first half of this
more...
Sales Management Motivating Sales Teams to Win
...t you have sensed some anxiety on her part through recent telephone calls. In the meeting, you need to evaluate Maggie's motivation and take appropriate actions to increase her motivation. Unit 3: Addressing Substandard Sales Performance (1 - 2 hours) Identify the factors you should consider when identifying opportunities for improvement.
more...
...t you have sensed some anxiety on her part through recent telephone calls. In the meeting, you need to evaluate Maggie's motivation and take appropriate actions to increase her motivation. Unit 3: Addressing Substandard Sales Performance (1 - 2 hours) Identify the factors you should consider when identifying opportunities for improvement.
more...
Designing for Cisco Internetwork Solutions Part 4
...een a Private Branch Exchange (PBX) and a Public Switched Telephone Network (PSTN) switch.
Identify features of local loops and trunks with regard to interswitch communications.
Identify characteristics of Voice over IP (VoIP) solutions.
Match H.323 components with their descriptions.
Identify components of IP telephony.
Identify characteristics of voice delay.
Identify guidelines
more...
...een a Private Branch Exchange (PBX) and a Public Switched Telephone Network (PSTN) switch.
Identify features of local loops and trunks with regard to interswitch communications.
Identify characteristics of Voice over IP (VoIP) solutions.
Match H.323 components with their descriptions.
Identify components of IP telephony.
Identify characteristics of voice delay.
Identify guidelines
more...
Time Management Planning Your Day
...t also covers how to handle e-mail, the Internet, and the telephone productively. Learn To Identify the benefits of planning. Arrange the steps for planning a day. Identify tasks not to schedule. Identify guidelines for making good decisions about technology.
more...
...t also covers how to handle e-mail, the Internet, and the telephone productively. Learn To Identify the benefits of planning. Arrange the steps for planning a day. Identify tasks not to schedule. Identify guidelines for making good decisions about technology.
more...
Organizational Skills Time Management
...objections. Save time spent on the telephone. Use voice mail and e-mail as time saving tools. Delegate tasks to others. Simulation Overview: In this simulation, you are meeting with the Corporate Sales Manager to create a proposal so your organization can obtain a contract with
more...
...objections. Save time spent on the telephone. Use voice mail and e-mail as time saving tools. Delegate tasks to others. Simulation Overview: In this simulation, you are meeting with the Corporate Sales Manager to create a proposal so your organization can obtain a contract with
more...
Interpersonal Communication Telephone Skills
...Telephone Skills will help you develop the skills needed to project a positive image on the telephone, properly address callers, and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions, employ strategies to control a conversation, and effectively handle situations with difficult callers. Learn To
more...
...Telephone Skills will help you develop the skills needed to project a positive image on the telephone, properly address callers, and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions, employ strategies to control a conversation, and effectively handle situations with difficult callers. Learn To
more...
Excellence in Service Communicating With Customers Virtually
...ith Customers Virtually, you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition, you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail. Learn To: Identify ways to
more...
...ith Customers Virtually, you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition, you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail. Learn To: Identify ways to
more...
Call Center Inbound Customer Service
... Open and close a customer service telephone call properly. Solve a customer's problem. Handle a situation with an angry caller. Audience This course is for employees who provide customer service in a credit card center. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU
more...
... Open and close a customer service telephone call properly. Solve a customer's problem. Handle a situation with an angry caller. Audience This course is for employees who provide customer service in a credit card center. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU
more...
Exit Interviewing Skills Preparing for an Exit Interview
...te the sequence of steps for structuring face-to-face and telephone exit interviews. Describe how to structure an exit interview. Simulation Overview: Unit 3: Conducting an Exit Interview (1 - 2 hours) Identify guidelines for interviewing effectively. Conduct an exit interview.
more...
...te the sequence of steps for structuring face-to-face and telephone exit interviews. Describe how to structure an exit interview. Simulation Overview: Unit 3: Conducting an Exit Interview (1 - 2 hours) Identify guidelines for interviewing effectively. Conduct an exit interview.
more...
Employee Performance Resolving Conflict
Learn the strategies and tactics necessary for effective conflict resolution in Employee Performance: Resolving Conflict. You will be given the opportunity to create a more productive work environment by addressing conflict between another manager and yourself, between employees, and among team members. Learn To Examine many sources of conflict.
more...
Learn the strategies and tactics necessary for effective conflict resolution in Employee Performance: Resolving Conflict. You will be given the opportunity to create a more productive work environment by addressing conflict between another manager and yourself, between employees, and among team members. Learn To Examine many sources of conflict.
more...
Organizational Crisis Mgmt Resolving Crises in Organizations
... Identify guidelines for handling telephone calls. Identify key questions to ask in the aftermath of a crisis. Identify actions to take as part of the crisis aftermath evaluation. Simulation Overview: In this simulation, you will meet with Travis Peterson, Director of Human Resources, Carolyn
more...
... Identify guidelines for handling telephone calls. Identify key questions to ask in the aftermath of a crisis. Identify actions to take as part of the crisis aftermath evaluation. Simulation Overview: In this simulation, you will meet with Travis Peterson, Director of Human Resources, Carolyn
more...
Administrative Assistant Skills Understanding Basic Skills
...nding Basic Skills, you will learn how to handle mail and telephone calls, file information, and plan business trips. You will also learn what office equipment you should know how to use and how to maintain your office supply needs. In addition, you will learn what to do when your supervisor gives you a message to disseminate, what business documents you should be familiar with, and how to keep
more...
...nding Basic Skills, you will learn how to handle mail and telephone calls, file information, and plan business trips. You will also learn what office equipment you should know how to use and how to maintain your office supply needs. In addition, you will learn what to do when your supervisor gives you a message to disseminate, what business documents you should be familiar with, and how to keep
more...
Telephone Skills Series
The Telephone Skills Series includes the following courses: Telephone Skills: Professionalism Through Basic Skills Telephone Skills: Handling Difficult Calls Telephone Skills: Effectively Managing Inbound and Outbound Calls To review individual course descriptions, please return to the previous page and select the desired title(s).
more...
The Telephone Skills Series includes the following courses: Telephone Skills: Professionalism Through Basic Skills Telephone Skills: Handling Difficult Calls Telephone Skills: Effectively Managing Inbound and Outbound Calls To review individual course descriptions, please return to the previous page and select the desired title(s).
more...
Interpersonal Communication Series
The Interpersonal Communication Series includes the following courses: Interpersonal Communication: Telephone Skills Interpersonal Communication: Effective Communication Interpersonal Communication: Listening Skills To review individual course descriptions, please return to the previous page and select the desired title(s).
more...
The Interpersonal Communication Series includes the following courses: Interpersonal Communication: Telephone Skills Interpersonal Communication: Effective Communication Interpersonal Communication: Listening Skills To review individual course descriptions, please return to the previous page and select the desired title(s).
more...
CCNT Broadband Technologies v 6 0 Part 1
...adband.
Identify characteristics of the Public Switched Telephone Network (PSTN).
Identify features of analog signals.
Identify functions of Synchronous Optical Network (SONET).
Identify features of Synchronous Optical Network (SONET) signaling.
Identify features of the Synchronous Optical Network (SONET) transport structure.
Audience:
Candidates work in the data and
more...
...adband.
Identify characteristics of the Public Switched Telephone Network (PSTN).
Identify features of analog signals.
Identify functions of Synchronous Optical Network (SONET).
Identify features of Synchronous Optical Network (SONET) signaling.
Identify features of the Synchronous Optical Network (SONET) transport structure.
Audience:
Candidates work in the data and
more...
CCNT Computer-Telephony Integration Essentials v6 0
...mputing System Architecture (SCSA).
Distinguish between telephone network types.
Identify characteristics of Key Telephone Systems (KTSs).
Identify features of PBX operations.
Identify functions of signal-processing board components.
Match types of bus connections with their features.
Match operating systems supported by signal-processing boards with their characteristics.
Unit
more...
...mputing System Architecture (SCSA).
Distinguish between telephone network types.
Identify characteristics of Key Telephone Systems (KTSs).
Identify features of PBX operations.
Identify functions of signal-processing board components.
Match types of bus connections with their features.
Match operating systems supported by signal-processing boards with their characteristics.
Unit
more...
Business Etiquette Communicating in Today s Workplace
... the program teaches the learner how to apply courtesy in telephone, e-mail, and written communications. Learn To Given a set of guidelines, introduce someone correctly. Identify the guidelines for becoming a good conversationalist. Identify the actions you can take to overcome a conversational faux pas. Identify the responsibilities you should fulfill to prepare for a
more...
... the program teaches the learner how to apply courtesy in telephone, e-mail, and written communications. Learn To Given a set of guidelines, introduce someone correctly. Identify the guidelines for becoming a good conversationalist. Identify the actions you can take to overcome a conversational faux pas. Identify the responsibilities you should fulfill to prepare for a
more...
Telephone Skills Professionalism Through Basic Skills
...Telephone Skills: Professionalism Through Basic Skills you will learn to effectively perform basic telephone skills. You will also learn how to convey a positive, professional image and use technology to increase your efficiency. In addition, you will learn how to organize and supply your workspace to maximize focus. Learn To Portray a positive image. Optimize efficiency through
more...
...Telephone Skills: Professionalism Through Basic Skills you will learn to effectively perform basic telephone skills. You will also learn how to convey a positive, professional image and use technology to increase your efficiency. In addition, you will learn how to organize and supply your workspace to maximize focus. Learn To Portray a positive image. Optimize efficiency through
more...
Telephone Skills Handling Difficult Calls
...l Learning Time 2 to 4 hours Objectives Unit 1: Telephone Etiquette (0.5 - 1 hour) Identify guidelines for portraying a good corporate image. Identify guidelines for building rapport. Recognize behaviors that callers appreciate. Identify steps to implement effective customer care. Identify guidelines for maintaining confidentiality. Simulation Overview: In
more...
...l Learning Time 2 to 4 hours Objectives Unit 1: Telephone Etiquette (0.5 - 1 hour) Identify guidelines for portraying a good corporate image. Identify guidelines for building rapport. Recognize behaviors that callers appreciate. Identify steps to implement effective customer care. Identify guidelines for maintaining confidentiality. Simulation Overview: In
more...
Telephone Skills Effectively Mng Inbound Outbound Calls
This course teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls, putting a caller on hold, transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are
more...
This course teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls, putting a caller on hold, transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are
more...
From Serebra Learning Corporation
Sales Telephone Communications
...Telephone Communication, is the fifth of sixteen courses in this curriculum. After the completion of this course you will be able to identify barriers to communication, identify techniques to overcome the limitations to communicating by telephone and implement guidelines for good telephone communication. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques
more...
...Telephone Communication, is the fifth of sixteen courses in this curriculum. After the completion of this course you will be able to identify barriers to communication, identify techniques to overcome the limitations to communicating by telephone and implement guidelines for good telephone communication. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques
more...
Introducing Contact Centers Contact Center Essentials
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Introducing Contact Centers CSR Success Criteria
This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Introducing Contact Centers Customer Response Etiquette
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Communicating Effectively Build Customer Rapport 1
This course will help learners adapt their communication styles to build a successful rapport with others. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course will help learners adapt their communication styles to build a successful rapport with others. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Communicating Effectively Build Customer Rapport 2
This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Handling Contacts Professionally Maximize Call Performance 1
This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Handling Contacts Professionally Maximize Call Performance 2
This course discusses several methods that learners can employ to ensure that the customer contact is a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course discusses several methods that learners can employ to ensure that the customer contact is a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Preparing for Mutual Success Satisfy Customer Needs
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Preparing for Mutual Success Reduce CSR Stress
This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
more...
Inbound Call Centers People Management
...e "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union and nonunion personnel policies. Have you ever wondered how to attain
more...
...e "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union and nonunion personnel policies. Have you ever wondered how to attain
more...
Call Center Communication Skills
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
more...
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
more...
Call Center Telephone Sales
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
more...
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
more...
Telephone Skills for Business Professionals Simulation
...b well, communicating effectively with customers over the telephone is a must. Naturally, you must use professional telephone manners at all times and make appropriate use of telephone technology. Building trust over the telephone and tailoring your telephone responses to your customers' communication styles are also keys to your success. This simulation is based on the SkillSoft series
more...
...b well, communicating effectively with customers over the telephone is a must. Naturally, you must use professional telephone manners at all times and make appropriate use of telephone technology. Building trust over the telephone and tailoring your telephone responses to your customers' communication styles are also keys to your success. This simulation is based on the SkillSoft series
more...
Making Telephone Calls Count
...nt. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key
more...
...nt. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key
more...
Effective Telephone Techniques
...bout making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology when using voicemail, speakerphones, cellular phones, and
more...
...bout making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology when using voicemail, speakerphones, cellular phones, and
more...
Optimizing Email at Work
...s to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what
more...
...s to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what
more...
Using Effective Business Communication
...ort professional. Learn about etiquette in the workplace, telephone communication, and written business communication. This course, Using Effective Business Communication, will provide you with tools to become a successful administrative support professional. You will learn how to disseminate information efficiently and effectively. Administrative assistants who want to brush up on office
more...
...ort professional. Learn about etiquette in the workplace, telephone communication, and written business communication. This course, Using Effective Business Communication, will provide you with tools to become a successful administrative support professional. You will learn how to disseminate information efficiently and effectively. Administrative assistants who want to brush up on office
more...
Effective Administrative Support Professional Simulation
Today's office setting is high-tech and fast-paced. Successful administrative support professionals must keep up with the requirements of the modern-day office environment, and this simulation tests the skills and procedures that will help you do just that. As administrative assistant to the VP of Sales for the Northeast Division of BMS Printed Circuits, you'll experience the full spectrum of
more...
Today's office setting is high-tech and fast-paced. Successful administrative support professionals must keep up with the requirements of the modern-day office environment, and this simulation tests the skills and procedures that will help you do just that. As administrative assistant to the VP of Sales for the Northeast Division of BMS Printed Circuits, you'll experience the full spectrum of
more...
Convergence of Communications
This WestNet e-Learning module discusses how wide area network (WAN) technologies support and help implement converged communications, voice, video, and data all transported over the same physical network topologies. We will also investigate components key to integrating puclic swiched telephone network (PSTN) and data communications.
more...
This WestNet e-Learning module discusses how wide area network (WAN) technologies support and help implement converged communications, voice, video, and data all transported over the same physical network topologies. We will also investigate components key to integrating puclic swiched telephone network (PSTN) and data communications.
more...
Network Signals Cables Topologies
In the WestNet e-Learning module, we will consider the physical qualities of the network itself. We discuss the nature of electronic communication and explain how information can be transmitted as analog or digital signals. We then explore the various physical layouts or topologies of data networks, and show how the pattern of signal flow depends on the topology of the network.
more...
In the WestNet e-Learning module, we will consider the physical qualities of the network itself. We discuss the nature of electronic communication and explain how information can be transmitted as analog or digital signals. We then explore the various physical layouts or topologies of data networks, and show how the pattern of signal flow depends on the topology of the network.
more...
How a Local Exchange Works
This WestNet e-Learning module focuses on telephone central offices (COs), the telephone numbering system, and the physical connections that transmit signals between customers and COs.
more...
This WestNet e-Learning module focuses on telephone central offices (COs), the telephone numbering system, and the physical connections that transmit signals between customers and COs.
more...
Types of Telephone Systems
This WestNet e-Learning module will focus on the three main types of systems that manage multiple telephone lines: key systems, Central Office Exchange (Centrex), and private branch exchange (PBX). Additionally, we will introduce voice mail systems and automated attendants.
more...
This WestNet e-Learning module will focus on the three main types of systems that manage multiple telephone lines: key systems, Central Office Exchange (Centrex), and private branch exchange (PBX). Additionally, we will introduce voice mail systems and automated attendants.
more...
Overview of Telephony Services
This WestNet e-Learning module focuses our attention to the various types of services carried by wires and switching systems.
more...
This WestNet e-Learning module focuses our attention to the various types of services carried by wires and switching systems.
more...
PBX and ACD Systems
This WestNet e-Learning module focuses on the private branch exchange (PBX) telephone switching system. We will see how a combination of telephone switching and dedicated lines can create a wide area voice and data network that can treat most intraoffice calls as "local."
more...
This WestNet e-Learning module focuses on the private branch exchange (PBX) telephone switching system. We will see how a combination of telephone switching and dedicated lines can create a wide area voice and data network that can treat most intraoffice calls as "local."
more...
Traffic Engineering
This WestNet e-Learning module discusses traffic engineering concepts, traffic data sources, and busy-hour engineering.
more...
This WestNet e-Learning module discusses traffic engineering concepts, traffic data sources, and busy-hour engineering.
more...
Introduction to Cisco Voice Design Concepts
To identify voice design principles and outline guidelines for successful integrated network deployment Network engineers, network system analysts, and maintenance personnel responsible for designing small to medium-sized and enterprise networks; individuals seeking the Cisco Certified Design Associate (CCDA) certification and those individuals targeting towards the Cisco Certified Design
more...
To identify voice design principles and outline guidelines for successful integrated network deployment Network engineers, network system analysts, and maintenance personnel responsible for designing small to medium-sized and enterprise networks; individuals seeking the Cisco Certified Design Associate (CCDA) certification and those individuals targeting towards the Cisco Certified Design
more...
CCNT Broadband Technologies v6 0 Part 1
This course introduces broadband technologies and broadband categories and it teaches multiplexing and switching. It also covers network interconnections and SONET. Candidates work in the data and telecommunications industries and are preparing for the Broadband Technologies module of the CCNT exam. Typical job roles include Telecommunications Technicians, Data/Internet/Telecommunications
more...
This course introduces broadband technologies and broadband categories and it teaches multiplexing and switching. It also covers network interconnections and SONET. Candidates work in the data and telecommunications industries and are preparing for the Broadband Technologies module of the CCNT exam. Typical job roles include Telecommunications Technicians, Data/Internet/Telecommunications
more...
Instant Text and Unified Messaging in Outlook 2007
You can secure your e-mail in Microsoft Outlook 2007 using Information Rights Management (IRM), a feature that allows you to set access permissions for specific messages. Setting these restrictions secures your sensitive information against forwarding, printing, and copying. In addition, when used with an Exchange Server, Outlook 2007 provides you with a comprehensive messaging approach, including
more...
You can secure your e-mail in Microsoft Outlook 2007 using Information Rights Management (IRM), a feature that allows you to set access permissions for specific messages. Setting these restrictions secures your sensitive information against forwarding, printing, and copying. In addition, when used with an Exchange Server, Outlook 2007 provides you with a comprehensive messaging approach, including
more...
Phone Skills : Preparing for a Call
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your
more...
Phone Skills : Transferring Calls
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on
more...
Phone Skills : Ending a Call and Following Up
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your
more...
Phone Skills : Taking and Leaving Phone Messages
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully.
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully.
more...
Phone Skills : Giving & Getting Information by Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It
more...
Phone Skills : Negotiating on the Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and
more...
Phone Skills : Cold Calling & Selling by Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good
more...
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good
more...
Phone Skills : Handling Angry Callers
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication skills. You can explore how to make your point assertively without making your customer lose face. It will help you
more...
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication skills. You can explore how to make your point assertively without making your customer lose face. It will help you
more...
Phone Skills : Making Difficult Calls
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills. It explores some general tips and hints for making difficult calls and shows how to apply them when you're phoning
more...
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills. It explores some general tips and hints for making difficult calls and shows how to apply them when you're phoning
more...
Phone Skills : Essential Phone Communication Skills
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It emphasises the importance of active listening, examines effective questioning techniques and gives tips and hints on both
more...
...customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It emphasises the importance of active listening, examines effective questioning techniques and gives tips and hints on both
more...
Excellence in Service: Providing Superior Customer Service
In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints.
more...
In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints.
more...
Excellence in Service: Communicating with Your Customers
In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively
more...
In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively
more...
WAN Fundamentals
This course explains the emerging WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN, MAN, internetworking, digital data services, and advanced data communications.
more...
This course explains the emerging WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN, MAN, internetworking, digital data services, and advanced data communications.
more...
Basics of Telecommunications
The Basics of Telecommunications WBT is meant for professionals whose responsibilities include design, management, or operation of telecommunications systems and who want to understand the basics of telecommunications. The course provides an introduction to the fundamental techniques and technologies used in the emerging and expanding field of telecommunications. It explores the history and
more...
The Basics of Telecommunications WBT is meant for professionals whose responsibilities include design, management, or operation of telecommunications systems and who want to understand the basics of telecommunications. The course provides an introduction to the fundamental techniques and technologies used in the emerging and expanding field of telecommunications. It explores the history and
more...
Telecommunications Concepts and Components
This WestNet e-Learning module reviews the fundamental principles and elements of the public-switched telephone system.
more...
This WestNet e-Learning module reviews the fundamental principles and elements of the public-switched telephone system.
more...
Excellence in Service - Communicating with Customers Virtually
In Excellence in Service: Communicating with Customers Virtually you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail.
more...
In Excellence in Service: Communicating with Customers Virtually you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail.
more...
Telephone Skills: Understanding Basic Professionalism on the Phone
In Telephone Skills: Professionalism Through Basic Skills you will learn to effectively perform basic telephone skills. You will also learn how to convey a positive professional image and use technology to increase your efficiency. In addition you will learn how to organize and supply your workspace to maximize focus.
more...
In Telephone Skills: Professionalism Through Basic Skills you will learn to effectively perform basic telephone skills. You will also learn how to convey a positive professional image and use technology to increase your efficiency. In addition you will learn how to organize and supply your workspace to maximize focus.
more...
Telephone Skills: Handling Difficult Calls
This course stresses the importance of politeness and identifies the service that callers expect over the phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and
more...
This course stresses the importance of politeness and identifies the service that callers expect over the phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and
more...
Telephone Skills: Effectively Managing Inbound and Outbound Calls
This course teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls putting a caller on hold transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages developing secondary contacts and delivering negative messages are also
more...
This course teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls putting a caller on hold transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages developing secondary contacts and delivering negative messages are also
more...
Communicating with Customers: Service via the Telephone
...Telephone is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of telephone communication and identify the critical success factors in effective telephone communication. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy
more...
...Telephone is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of telephone communication and identify the critical success factors in effective telephone communication. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy
more...
Time Management: Planning Your Day
Time Management: Planning Your Day gives students an overall view of how to manage their time on a daily basis to increase their productivity. The program covers how to develop a daily plan how to manage technology and how say ''no'' to doing too much. The program focuses on planning scheduling and concentration skills. It also covers how to handle e-mail the Internet and the telephone
more...
Time Management: Planning Your Day gives students an overall view of how to manage their time on a daily basis to increase their productivity. The program covers how to develop a daily plan how to manage technology and how say ''no'' to doing too much. The program focuses on planning scheduling and concentration skills. It also covers how to handle e-mail the Internet and the telephone
more...
Administrative Assistant Skills: Understanding Basic Skills
In Administrative Assistant Skills: Understanding Basic Skills you will learn how to handle mail and telephone calls file information and plan business trips. You will also learn what office equipment you should know how to use and how to maintain your office supply needs. In addition you will learn what to do when your supervisor gives you a message to disseminate what business documents you
more...
In Administrative Assistant Skills: Understanding Basic Skills you will learn how to handle mail and telephone calls file information and plan business trips. You will also learn what office equipment you should know how to use and how to maintain your office supply needs. In addition you will learn what to do when your supervisor gives you a message to disseminate what business documents you
more...
Interpersonal Communication: Telephone Skills
Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone properly address callers and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions employ strategies to control a conversation and effectively handle situations with difficult callers.
more...
Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone properly address callers and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions employ strategies to control a conversation and effectively handle situations with difficult callers.
more...
Business Etiquette: Communicating in Today's Workplace
Business Etiquette: Communicating in Today's Workplace offers the student an overview of how to use etiquette in daily communications and practice etiquette in meetings. The program details how to introduce people and become a good conversationalist. In addition the program teaches the learner how to apply courtesy in telephone e-mail and written communications.
more...
Business Etiquette: Communicating in Today's Workplace offers the student an overview of how to use etiquette in daily communications and practice etiquette in meetings. The program details how to introduce people and become a good conversationalist. In addition the program teaches the learner how to apply courtesy in telephone e-mail and written communications.
more...
From Business Performance Pty Ltd
Management and Business Coaching
... action plan.
Coaching sessions are delivered by fixed telephone line or VoIP internet telephone and backed up with email support. Sessions are conducted by professional coach Jennifer McCoy, a member of the International Coach Federation of Australasia. Jennifer can help you in one or more of these four key areas:
1. Coaching for Management and Leadership
2. Coaching for Career
more...
... action plan.
Coaching sessions are delivered by fixed telephone line or VoIP internet telephone and backed up with email support. Sessions are conducted by professional coach Jennifer McCoy, a member of the International Coach Federation of Australasia. Jennifer can help you in one or more of these four key areas:
1. Coaching for Management and Leadership
2. Coaching for Career
more...
From Resources Unlimited
Time Mastery Profile Virtual Train-the-Trainer
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Time Mastery Profile:
The Time Mastery Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. The Time Mastery Profile helps
more...
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Time Mastery Profile:
The Time Mastery Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. The Time Mastery Profile helps
more...
Discovering Diversity Virtual Train-the-Trainer
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Discovering Diversity Profile:
The Discovering Diversity Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. Once employees
more...
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Discovering Diversity Profile:
The Discovering Diversity Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. Once employees
more...
Team Dimensions Profile Virtual Train-the-Trainer
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Team Dimensions Profile:
The Team Dimensions Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. The Team Dimensions Profile
more...
...ainer combines independent study, personalized individual telephone coaching, & a variety of training materials. The Virtual Train-the-Trainer may be completed in as few as 3 days or over up to 3 weeks.
About the Team Dimensions Profile:
The Team Dimensions Profile was developed by Inscape Publishing, the leading provider of instrument-based learning systems. The Team Dimensions Profile
more...
From Training Link Education S.E.A
DIPLOMA IN CREDIT CONTROL DEBT MANAGEMENT
...ering debt a Describe how to collect debt by letter and telephone
Target Audience: This programme is designed for people who wish to gain an understanding of principles and practice of controlling credit and managing debt in commercial organisations.
Format: Study Method The course is designed for study by distance learning at work or at home. Students receive course manual,
more...
...ering debt a Describe how to collect debt by letter and telephone
Target Audience: This programme is designed for people who wish to gain an understanding of principles and practice of controlling credit and managing debt in commercial organisations.
Format: Study Method The course is designed for study by distance learning at work or at home. Students receive course manual,
more...
Certificate in Senior Sales Executive
Aim:
The aim of this programme is to develop the sales and supervisory skills of people working in a sales environment who are responsible for [or planning to become responsible for] sales account management and supervision of sales staff.
Target Audience:
This programme is designed for people with experience in a sales environment and with responsibility for account management &
more...
Aim:
The aim of this programme is to develop the sales and supervisory skills of people working in a sales environment who are responsible for [or planning to become responsible for] sales account management and supervision of sales staff.
Target Audience:
This programme is designed for people with experience in a sales environment and with responsibility for account management &
more...
Certificate in Sales Executive
Aim:
The aim of the course is to provide experienced sales staff with a development opportunity to increase and enhance their sales skills.
Target Audience:
This programme is designed for people with experience in a sales environment wishing to enhance their skills, perhaps in preparation for a more senior role.
more...
Aim:
The aim of the course is to provide experienced sales staff with a development opportunity to increase and enhance their sales skills.
Target Audience:
This programme is designed for people with experience in a sales environment wishing to enhance their skills, perhaps in preparation for a more senior role.
more...
Certificate in Sales Advisor
Aim:
The aim of the course is to provide newly appointed sales staff [or people seeking to enter a sales environment] with a range of skills to enhance their job performance.
Target Audience:
This programme is designed for people entering, or recently entered a direct selling environment either telephone or face to face.
more...
Aim:
The aim of the course is to provide newly appointed sales staff [or people seeking to enter a sales environment] with a range of skills to enhance their job performance.
Target Audience:
This programme is designed for people entering, or recently entered a direct selling environment either telephone or face to face.
more...
Certificate in Customer Relations
Aim:
To create good customer relations through telephone contact, face to face discussions and in receiving visitors and guests.
Target Audience:
People who provide customer contact through meetings & telephone calls and who receive visitors and guests.
more...
Aim:
To create good customer relations through telephone contact, face to face discussions and in receiving visitors and guests.
Target Audience:
People who provide customer contact through meetings & telephone calls and who receive visitors and guests.
more...
From Wavelength
Content Writing for the Web Certificate Online Course
...design principles.
10. Active support through email and telephone.
11. Clear, simple-to-use, and efficient interface.
12. High-quality graphics.
13. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to reach the creator within you and equip you with the additional skill-set that includes web-content creation techniques, knowledge of
more...
...design principles.
10. Active support through email and telephone.
11. Clear, simple-to-use, and efficient interface.
12. High-quality graphics.
13. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to reach the creator within you and equip you with the additional skill-set that includes web-content creation techniques, knowledge of
more...
Instructional Design for Senior Professionals
...design principles.
10. Active support through email and telephone.
11. Clear, simple-to-use, and efficient interface.
12. High-quality graphics.
13. Continuous grading and evaluation, ensures that you learn all the way.
The IDSP (Instructional Design for Senior Professionals) Online is a two-month online course that is designed and developed for the seasoned professionals who have
more...
...design principles.
10. Active support through email and telephone.
11. Clear, simple-to-use, and efficient interface.
12. High-quality graphics.
13. Continuous grading and evaluation, ensures that you learn all the way.
The IDSP (Instructional Design for Senior Professionals) Online is a two-month online course that is designed and developed for the seasoned professionals who have
more...
E-Learning for Trainers
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
The ELT Online is an online course designed for those trainers who today find themselves engaged in creation of eLearning content. It takes you through the nuances
more...
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
The ELT Online is an online course designed for those trainers who today find themselves engaged in creation of eLearning content. It takes you through the nuances
more...
Instructional Design for Trainers
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to esigned to meet the needs of our trainer audience. It speaks to them in their language. The IDT Online course is designed for those
more...
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to esigned to meet the needs of our trainer audience. It speaks to them in their language. The IDT Online course is designed for those
more...
Wavelength - Online Certificate Course In Instructional Design And Content Writing - IDCWC Online
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to interact with you at an intellectual level that an instructional designer needs to be at. It lays the instructional design framework for
more...
...design principles.
11. Active support through email and telephone.
12. Clear, simple-to-use, and efficient interface.
13. High-quality graphics.
14. Continuous grading and evaluation, ensures that you learn all the way.
This course is designed to interact with you at an intellectual level that an instructional designer needs to be at. It lays the instructional design framework for
more...
From JED New Media inc.
Voice Messaging: Maximizing Benefits
Regardless of the voice mail system you use, it pays to acquaint yourself with practical instruction on how to make optimum use of your voice mail resources. Explore the essentials of implementing a voice messaging system with an automated attendant, allowing you and your staff to maximize your time while presenting a professional image.
more...
Regardless of the voice mail system you use, it pays to acquaint yourself with practical instruction on how to make optimum use of your voice mail resources. Explore the essentials of implementing a voice messaging system with an automated attendant, allowing you and your staff to maximize your time while presenting a professional image.
more...
From Canadian Centre for Professional Development
Telephone Customer Contact
A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.
more...
A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.
more...
From Teach Me IT
Basics of Telecommunications
...Explain the network digitization process and describe the telephone network
List the causes of signal distortions on a telecommunications line
Describe carrier frequency transmission concepts
Comprehend the basics of transmission media
Describe the evolution of digital technology and list the different types of digital channels
Describe ISDN networks and broadband services
Describe the
more...
...Explain the network digitization process and describe the telephone network
List the causes of signal distortions on a telecommunications line
Describe carrier frequency transmission concepts
Comprehend the basics of transmission media
Describe the evolution of digital technology and list the different types of digital channels
Describe ISDN networks and broadband services
Describe the
more...
From Ukrainian Language Services
Russian lessons via Skype
RUSSIAN VOICE TO VOICE LESSONS USING BRAND NEW INTERNET TECHNOLOGY
An unique opportunity for foreign students learning Russian to keep up on their speaking abilities. Voice-to-voice lessons using brand new internet technologies. We have a live tutor on-line (a native Russian speaker, who corrects the mistakes, answers the questions, etc.)
Voice-to-voice lessons are very helpful for those, who
more...
RUSSIAN VOICE TO VOICE LESSONS USING BRAND NEW INTERNET TECHNOLOGY
An unique opportunity for foreign students learning Russian to keep up on their speaking abilities. Voice-to-voice lessons using brand new internet technologies. We have a live tutor on-line (a native Russian speaker, who corrects the mistakes, answers the questions, etc.)
Voice-to-voice lessons are very helpful for those, who
more...
From Skillspride Online Training
Customer Care for IT Telephone Support Staff
...Telephone Support Staff are often the only contact a customer has with the organisation; they therefore represent all that is potentially good, or bad, about their Company to the customer. Often Telephone Support Staff bear the brunt of a customer's frustrations and all too often, because most of us have learnt t avoid conflict, customers are still frustrated at the end of a call, since their
more...
...Telephone Support Staff are often the only contact a customer has with the organisation; they therefore represent all that is potentially good, or bad, about their Company to the customer. Often Telephone Support Staff bear the brunt of a customer's frustrations and all too often, because most of us have learnt t avoid conflict, customers are still frustrated at the end of a call, since their
more...
From Education Systems
Travel Sales and Trends
... as you explore and practice them. Included you will find telephone business manners, listening skills, and tools for targeting the traveler. Discover successful sales steps for telephone reservations agents as well as for the travel professional working with clients one on one. Trends in the industry include the use of the Web for a variety of travel resources as well as current information on
more...
... as you explore and practice them. Included you will find telephone business manners, listening skills, and tools for targeting the traveler. Discover successful sales steps for telephone reservations agents as well as for the travel professional working with clients one on one. Trends in the industry include the use of the Web for a variety of travel resources as well as current information on
more...
online course |
instructor-led class |
learn at home |
group study |
self-directed study |
cd-based training |
DVD video training |
printed book |
e-book digital book |
workshop seminar |
train the trainer |
computer-based learning |
discount pricing |
online tutorial |
