CareerVision Training

Telephone Communication Series Online Course (12 months Access)

CareerVision Training
Distancia

£660 - (R$2.890)

Informação importante

  • Training
  • Beginner
  • A distância
  • Duração:
    Flexible
  • Quando:
    à escolha
Descrição

The following course, offered by Career vision, will help you improve your skills and achieve your professional goals. During the program you will study different subjects which are deemed to be useful for those who want to enhance their professional career. Sign up for more information!

Informação importante
Instalações

Instalações e datas

Início Localização
à escolha
Distance Learning

O que se aprende nesse curso?

Access
Staff
C++
IT
Quality
Customer Service
CSR
Team Training
Quality Training
Communication Training
Skills and Training

Programa


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
Self-Assessment
You are the Organization
The CSR's Job
The Quality Call

Section B: Gaining the Professional Edge
Manage Conversations
Maintain Knowledge
Be a Team Player
Remain Customer-Focused
Advocacy or Error?
Personal Responsibility
Make a Commitment
Assessment

Section C: The All-Important Customer
Understanding the Customer
Analytical or Assertive?
What Do Customers Need?
Assessment

Section D: Building Your Skills
Listening Effectively
Common Courtesy
Wrong Impressions
Using Common Language
Gathering Customer Information
Open or Closed?
Angry Customers
You Take the Call
Managing the Technology
Writing Effective Email
Email Aptitude
Preparing a Mental Script
Closing the Conversation
Assessment

Section E: Attitude: An Important Asset
The Impact of Your Attitude
Plan for Self-Improvement
Conclusion




Section A: The Business of Listening
Introduction
Lazy Listening
Key Elements of Listening

Section B: Key Elements of Listening
Hear and Interpret
Feedback
Analyze

Section C: Listening Styles and Attitudes
Listening Style
Bad Habits

Section D: Tips for Tip Top Listening
Learning to Listen
Ten Tips
Conclusion




Section A: Telephone Courtesy
Telephone Techniques
Answering Calls
Holding Calls
Leaving Messages
Taking Responsibility
Transferring Calls
Voice Messaging
Handling Problems




Section A: Telephone Courtesy Pays
Become an Expert
Handling Calls
Answering Calls
Handling Problems
Handling Calls for Others
Review




Section A: Introduction
Welcome
Objectives
Importance

Section B: Collections
Understanding
Receivable
Cash Cycle
Potential
Write-Offs
DSO
Phases

Section C: Communication Techniques
Overview
Telephone Image
Telephone Basics
Telepone Courtesy

Section D: Working with Customers
Handling Complaints
Irate Customers
Placing on Hold
Speaking Techniques
Speech Control
Listening Techniques
Listening Controls
Listening Exercises



Section A: Behavior Styles
N2 Model
Personal Style
Defeat Style
Collaborative Style
Accommodative Style
Withdraw Style
Compromise Style
Enhancing Behavior Style

Section B: Effective Collections
Advantages
Prepare
Customer Information
Open Strongly
Telephone Messages
Work Through Objections
End with Commitment
React Quickly

Section C: Danger Signals
Warning Signs
Importance of YOU