Customer Service: Telephone Skills

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Telepro Online - Complete Program

The TelePro® Online Program is essential for anyone who interacts with internal or external customers over the telephone.

Telepro Online Program - Group One: 'Connecting' with the Customer

This program is 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 modules.

Telepro Online Program - Group Two: Managing the Call

Group 2 modules 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.

Telepro Online Program Elective Module 1 - Creating a Climate for Rapport

Gain the benefits of developing and maintaining a positive attitude within the call center working environment.

Telepro Online Program Elective Module 2 - Communicating Through Accents

Learn how to listen through accents and speech that are difficult to understand.

Telepro Online Program Elective Module 3 - Holding and Transferring

Learn how to put customers on hold and make transfers professionally and courteously.

Telepro Online Program Elective Module 4 - Positive Call Management

Handle those difficult calls when saying 'no' is required.