Customer Service: Telephone Skills

This TelePro® online training Program is essential for anyone who interacts with internal or external customers over the telephone. This comprehensive program offers twelve modules designed to develop the interpersonal skills of anyone who interacts with internal or external customers on the telephone. To be efficient and successful, professional service representatives must develop effective telephone skills.

These Telepro-Connecting with the Customer online training courses are suitable for all reps as a base program and as the sole program for reps who have minimal need for the more interactive skills of the other courses. These courses focus on improving the customer experience by improving the learner's ability to connect with the customer.

These Telepro-Managing the Call online training courses focus on those skills necessary for managing the call and are more suitable for those who must use the skills of listening, questioning, and controlling the interaction to bring the call to a timely and appropriate response. These courses include; effective listening, questioning skills, establishing control of the call, and regaining control of the call.

In this Telepro-Creating a Climate for Rapport online training course we will discuss how you can help create a positive department climate and contribute to team effectiveness. This course will help you understand and gain the benefits of developing and maintaining a positive attitude within the call center working environment.

This Telepro-Communicating Through Accents online training course outlines techniques to communicate effectively when speaking with someone whose first language is not English. “Communicating through Accents” addresses the skill of listening through accents and speech that is difficult to understand in order to maximize communication effectiveness. This course provides strategies for developing good listening habits.

In this Telepro-Holding and Transferring online training course you will learn how to put customers on hold and make transfers professionally and courteously. This course will cover using the hold feature, proper procedures for putting a customer on hold, how to reconnect with a customer after using the hold feature, how to effectively transfer calls and how to maintain positive control of the call.

In this Telepro Online Program-Positive Call Management online training course we will review techniques for effectively saying "no" to a customer and managing some difficult situations. This course will explain techniques for dealing with forceful customers, how to effectively say “no” to a customer and how to list common negative habits in call management.