This is a Guided Self-Study .25 credit course. Upon registering, you will receive a textbook that includes activities and worksheets, a course outline and end of course quiz. You will have UP TO 30 days to complete this course.
Course Description:
Good telephone service is integral to the success of any business. To the customers you speak with, you are the voice of the company – the person they will remember the most. In many ways, your callers’ experiences with you help form their overall feelings about the organization. Use The Excellent Call Center Representative to explore the fundamentals of telephone service and effective call handling techniques to successfully serve the needs of your customers.
- Have good telephone service for your company and your customers
- Cultivate a positive attitude and excellent interpersonal skills
- Greet and engage with different kinds of customers
Table of Contents:
Chapter 1: Telephone Service Fundamentals
- Benefits of Good Telephone Service
- Guidelines for Good Telephone Service
- Hear and Understand
- Expect the Best
- Act with Integrity
- Respect Diversity
- Attitude and Interpersonal Skills
- Attitude
- Interpersonal Skills
- Greeting Customers
- Types of Customers
- Demanding
- Amiable
- Thinking
- Compliant
- Steps for Greeting a Customer Effectively
Chapter 2: Handling Calls Effectively
- Identifying Customer Needs
- Questioning Skills
- Open-Ended Questions
- Closed-Ended Questions
- Background Questions
- Probing Questions
- Basic Listening Skills
Active Listening
- Poor Connections
- Visual Distractions
- Fatigue, Stress, or Mental Restlessness
- Difficulty in Understanding the Caller
- Expectations About the Communication
Confirming the Caller’s Request
- Taking Action
- Handling Difficult Calls
Sources of Challenging Calls
- Situation
- Caller
- Environment
- Finding Workable Solutions
- Angry Callers
- Effective Handling of Angry Callers
- Abusive Callers
- Closure of a Call
Diplomas and Certificates applicable to the Excellent Call Center Representative:
Your role as a call center representative is vital to the success of any business. In the eyes of the customers you speak with, you embody the essence of the company, leaving a lasting impression that shapes their overall perception. Discover the key to successfully serving the needs of your customers with finesse and professionalism.