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COURSE INTRODUCTIONIn 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.
Benefits
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.
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COURSE OUTLINE
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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
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Section A: Telephone Courtesy
? Telephone Techniques
? Answering Calls
? Holding Calls
? Leaving Messages
? Taking Responsibility
? Transferring Calls
? Voice Messaging
? Handling Problems
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Section A: Telephone Courtesy Pays
? Become an Expert
? Handling Calls
? Answering Calls
? Handling Problems
? Handling Calls for Others
? Review
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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
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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
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