|
Provided by: Contacts Plus Inbound Skills ProgramBusiness and Management Skills |
 |
Certificate Program
Provided by Contacts Plus
Effectively Managing Inbound Calls 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. Also we will cover the most important skills required to handle inbound calls such as listening skills, speaking skills, phone etiquette and courtesy, greeting and closing and phone protocols through role plays and videos.
Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
Recognize Fundamental inbound customer service skills.
Understand difference between Call flow and Call customization.
Master Listening skills.
Empowering listening level & techniques.
Understand the basic speaking components.
Identify the power of voice.
Recognize the importance of creating good impression.
Understand elements of Greeting and closing.
Master the Phone protocols ( hold, transfer and call-back)
Understand Phone etiquette and courtesy.
Handle hard calls & irate clients.
Related Jobs or Careers: Customer service agent level.
|
|
||||||||||
Inbound Skills Program
Fundamental inbound customer service skills
Call flow Vs Call customization
The art of communication through the phone
Phone protocols ( hold, transfer and call-back)
Phone etiquette and courtesy
Handling hard calls & irate clients
Call flow Vs Call customization
The art of communication through the phone
Phone protocols ( hold, transfer and call-back)
Phone etiquette and courtesy
Handling hard calls & irate clients
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
