|
Provided by: 123-CBT Computer Based Training Telephone Skills Handling Difficult Calls |
 |
Training
Provided by 123-CBT Computer Based Training
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 this is also taught.
Learn To
All front-line managers, supervisors, salespeople, and front-line administrative staff. Anyone who uses the phone professionally.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Telephone Etiquette (0.5 - 1 hour)
Learn To
- Portray a good corporate image.
- Implement customer care.
- Manage and deal with difficult calls.
- Increase call time efficiency.
All front-line managers, supervisors, salespeople, and front-line administrative staff. Anyone who uses the phone professionally.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total 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 this simulation, you are a telephone account executive at one of Icon's call centers, where questions relating to orders and deliveries are diverted. Every order is monitored via a high-tech tracking system, which allows you to give an exact location of a delivery at a given time. You also handle requests from loyal customers for phone upgrades. These are generally processed once order payment has been received. In t
This is primarily online training 
This is an online eLearning or CBT training program 
This program may be available on CD 
Contact 123-CBT Computer Based Training for more information Training Presented in: English
Telephone Skills Handling Difficult Calls
--
About The Training Provider: 123-CBT Computer Based Training
123-CBT Computer Based Training - 123-CBT offers discount pricing on top quality eLearning
programs from leading computer based training providers. Many of the training courses are available both online or on CD so that you can study at home at your own pace:
E-Learning available for
- ABAP 6.10
- Access 2003
- Acrobat 6.0
- ASP
- ASP.NET
- C
- Captivate 1.0
- Crystal Reports 8.5
- Crystal Reports v10
- Dreamweaver MX
-...
