1 day course

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E-Learning – Delivering Effective Customer Service (Over the Phone)

Delivering Effective Customer Service is an essential skill to succeeding and excelling in your professional life. This program is ideal for anyone who deals with internal or external clients and wants to provide a unique and personalized experience for them. This online program is intended to train you to understand the customer perspective, create winning first impressions and build strong customer relationships, even if you only have a few minutes to do it. Proactive communication with customers and engaging in uncovering their hidden needs are also skills that you will begin to develop (or further refine) through this online program.

 

In order to achieve your overall certificate of completion, you must pass all assessments within the course.

Estimated program length: 14 Hour(s).

Module 1) Before the Call

Module 2) Making the Connection

Module 3) Establishing Rapport

Module 4) Maintaining Rapport

Module 5) Creating a Climate for Rapport

Module 6) Effective Listening

Module 7) Communicating through Accents

Module 8) Questioning Skills

Module 9) Holding and Transferring Calls

Module 10) Establishing Control of the Call

Module 11) Regaining Control of the Call

Module 12) Positive Call Management

 

Interested in this Course?

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