Provided by: Serebra Learning Corporation

Making Telephone Calls Count

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Training Provided by Serebra Learning Corporation

Whether you handle one call a day, or dozens, you have the power to make every call count. 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 opportunities to address the caller's needs? Does the caller feel like she has really been "heard" and understood? By fine-tuning your listening skills, you'll be able to deliver truly superior customer service. Different customers have different communication styles. By tuning into each customer's communication style and responding appropriately, you'll make stronger connections and build better rapport. In today's automated world, sometimes, just the act of getting a human being on the other end of the telephone can be quite a challenge. This course will benefit anyone who wishes to communicate more effectively over the telephone.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: professional effectiveness communication telephone skills business professionals making calls count delivering superior service via recognize importance service apply effective listening better understand caller s needs match communication styles examples customizing conversation maximize effectiveness phone tips humanizing interactions creating customer loyalty turn neutral dissatisfied callers loyal customers overcoming challenges via key advantages common match strategies handling conflict given scenario principles saying diplomatically three types questions ask

Training Program Details

Audience

This course will benefit anyone who wishes to communicate more effectively over the telephone.

Topics

Objectives

recognize the importance of delivering superior service.
apply effective listening skills to better understand the caller's needs.
match communication styles with examples.
apply the steps for customizing conversation to maximize effectiveness on the phone.
identify examples of the tips for humanizing interactions.
apply the steps for creating customer loyalty to turn neutral or dissatisfied callers into loyal customers. Overcoming Challenges Via the Telephone
recognize the key advantages of overcoming common challenges on the telephone.
match the strategies for handling conflict with examples.
apply the strategies for handling conflict in a given scenario.
apply the principles for saying no diplomatically in a given scenario.
match the three types of questions to ask with examples.

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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