Telephone Skills for Quality Customer Service
Call Center Training
Training
Provided by Online Training Directory
Course description -- 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 customera s perception of the company. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training.
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Telephone Skills for Quality Customer Service
Telephone Skills for Quality Customer Service
Outcomes:
Assessment:
Course Information (see above or below lessons, outlines, activities, etc.)
Strategy 1: USE Proper Telephone Skills Tip #1 Understand your equipment. Handle the telephone. Understand voicemail. Send a professional fax. Use e-mail appropriately. Set up a conference call. Tip #2 Manage your voice and diction. Use your best voice.
| Upon completion of this course, students will be able to: -- Use proper telephone skills -- Understand the equipment. -- Manage his voice and diction. -- Take appropriate messages. -- Make successful outbound calls. -- Manage the discussion -- Listen to the customer. -- Create a win/win situation. -- Handle the different caller behaviors. -- Focus on customer satisfaction -- Develop a positive attitude. -- Find out what the customer wants. -- Manage customer perceptions. |
| Each course ends with a 20-question test made up of 10 true/false questions and 10 multiple-choice questions. If the Student achieves a 70% or higher on the test, then the training allows them to print out a Certificate of Completion. This test may be taken as many times as the Student wants during the licensed, on-line access period. No other testing or tracking is provided and, due to the personal nature of some of the skills tested, these scores are not recorded or tracked (besides the student themselves being able to print the certificate if they score >70% on the optional test). The test is not required to complete the course, but is an option, chosen at the student's discretion, should they desire to attempt to gain the Certificate of Completion. |
Contact Hours: 24
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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