Effective communication over the phone is essential for any organization today that relies on customer service to grow or retain its customer base. Most customer service representatives have basic phone operating skills in areas such as answering the phone in a professional manner and greeting the customer. However, many customer service teams lack the crucial etiquette and speaking and listening skills that set apart profitable and professional organizations.
This course module includes 5 daily lessons and focuses on the most important and fundamental telephone skills for every service professional including:
This is a lot of information for anyone to try to absorb (and actually master) in a single training session, so this course module is divided into 5 daily lessons. The structure of this course helps you avoid many of the most common training errors for telephone customer service representatives.
Each lesson is 15-25 minutes in length and presents many "how to" examples of each skill. The pace is fast enough to keep the learner engaged, and the content is practical, so at the end of each daily lesson new practices have been introduced that can be applied on the job immediately.
The daily lessons also reinforce skills introduced during previous lessons, so by the time an individual has completed the entire course module, he or she has had repeated exposure to the most critical skills, many examples of the skills in action, and many opportunities to apply these skills on the job.
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