Telephone Communication Series Online Course (12 months Access)CareerVision Training
£ 660 - (Rs 56,296)
- Distance learning
What you'll learn on the course
Skills and Training
In the Telephone Communication Series from LearnKey, Customer Service Representatives will learn the six factors of professionalism, as well as a step-by-step collection process. Learn the importance of effective telephone techniques and how to become an active listener. Series includes five complete courses: Call Center Success, Telephone Collections, The Business of Listening, The Power of Telephone Courtesy, and The Rewards of Telephone Courtesy.
- Improve your reputation with a highly skilled staff.
- Improve your collection rate and increase your bottom line.
- Extract important details from every message and interaction.
Section A: The CSR: A Powerful Choice
You are the Organization
The CSR's Job
The Quality Call
Section B: Gaining the Professional Edge
Be a Team Player
Advocacy or Error?
Make a Commitment
Section C: The All-Important Customer
Understanding the Customer
Analytical or Assertive?
What Do Customers Need?
Section D: Building Your Skills
Using Common Language
Gathering Customer Information
Open or Closed?
You Take the Call
Managing the Technology
Writing Effective Email
Preparing a Mental Script
Closing the Conversation
Section E: Attitude: An Important Asset
The Impact of Your Attitude
Plan for Self-Improvement
Section A: The Business of Listening
Key Elements of Listening
Section B: Key Elements of Listening
Hear and Interpret
Section C: Listening Styles and Attitudes
Section D: Tips for Tip Top Listening
Learning to Listen
Section A: Telephone Courtesy
Section A: Telephone Courtesy Pays
Become an Expert
Handling Calls for Others
Section A: Introduction
Section B: Collections
Section C: Communication Techniques
Section D: Working with Customers
Placing on Hold
Section A: Behavior Styles
Enhancing Behavior Style
Section B: Effective Collections
Work Through Objections
End with Commitment
Section C: Danger Signals
Importance of YOU