Telephone Service Management

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Business Skills Category

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What is "Customer Service Management"? Customer service management is the approach a company takes to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. Successful customer service management programs are the means by which companies retain and grow existing clients. Why is it important? Studies show that a dissatisfied customer is likely to never buy from that company again — even if it has exactly what they are looking for. When customers are pleased, they’re likely to spend more on a product or service and will call again. If customer service representatives (CSRs) understand their role in the customer relationship, then they will keep customers returning. Why sign up now? Winning customers is difficult, but keeping them is even harder. The way to customer retention is through exceptional customer service. What you get in these comprehensive training programs? Options to take any course ONLINE, LIVE or LIVEeCLASS 24/7 access to course content Online Social Media Facilitator Support (OSMFS) Access to on-going "Meet Real People at Work" SIMULeCAST Access to personal coaching by request *FREE 8' Android 2.2 with "Certification" course enrolment Access to Interactive Scenarios and Case Studies Accredited and Completion Certificate

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Telephone Service Management

Telephone Service Management
Regular Price : ~~$149.00~~	Promo Price : $99.00
In this Telephone Service Management course you will learn the essential points about telephone skills and how to handle customers and colleagues professionally and efficiently. This course provides you with effective solutions and practical tips in dealing with challenging phone communications. This course is suitable for anyone who uses phone as part of their everyday job including helpdesk or call centre staff. To stand out in the global competitive work environment, you need to upgrade your skills to meet increased demands to stand out and to extend the scope of your responsibilities beyond your daily job duties. This COURSE CERTIFICATION will cover today's issues in detail and the new emerging reality. This COURSE CERTIFICATION AWARDED BY INTERNATIONAL SOFT SKILLS INSTITUTE: will will cover today's issues in detail to face new emerging reality and give you an edge to stand out, accelerate your career and business goals, and maintain a competitive edge in the marketplace in almost any industry. Requirements for Entry: There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic/industry backgrounds. This course is on-line self paced interactive learning program- You'll have all the flexibility and benefits of studying from anywhere, anytime, at your own pace whilst we ensure that you are never actually studying alone. Course Content and Delivery: This courses come with downloadable work book, e-excercise, e-assignment, e-interactive scenarios/case study, 24/7 Social Media Education support, quizes, course summary and unlimited access* to e-notes. Facilitator Support: From the day you enroll, we are committed to helping you successfully complete your program. You will have access to facilitator support via email or social media to ensure that you receive constructive feedback and to deal with any question you may have. You are more than welcome to post a question on 'Ask Question' live interactive tool and you will receive the feedback from the course facilitator and/or from our International online E-Learning Community members. Study Hours: The approximate amount of time required to complete the program is 5 hrs. You will have online access for 90 days to finish this course. This is only an approximate study time and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. At the end of each course there is an exam that needs to be completed. Assessment Method:** Certification is granted for the course by achieving a minimum score of 80% on the certification exam and completion of project work assignments. Students must apply the course knowledge, techniques and methods used in the courses to create a "Scenarios" and submit as part of course certification completion to prove that they can actually apply/do the work. some courses don't have it, **some conditions apply.

What You'll Learn:
How to Serve People on the Phone? What callers want? What people don’t like about phone conversations? How to Establish Rapport? How to connect to callers emotionally? How to control your tone of voice? How to be emotionally skilled? How to Obtain Information? How to ask efficient questions to get maximum amount of information? How to minimise misunderstandings? How to ask probing questions? How to Provide Information? How to present data or guidelines? What not to do when providing information? How to Hold Telephone Conversations? What are common situations you need to handle when on the phone? How to open phone conversations? How to answer phones? How to close a phone conversation? How to put on hold? How to transfer? How to pick up someone else’s phone? How to Control Your Tone and Your Content? How to structure your sentences? How to get around the lack of body language signals? How to talk with an appropriate rate of speech? How to Deal with Common Scenarios? How to respond to angry, demanding or other types of callers? What strategies to use when you encounter difficult situations? How to Listen? How to exploit the power of listening skills? How to show customers that you understand their requests? and more....

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