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Award Winning Telephone Techniques Part 1

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Course Format
Video on Demand  Video On Demand
Product ID
lplnawt1_vod
Training Time ?
10 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
7
Quiz Questions
0
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Learning Planet
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Overview

Award Winning Telephone Techniques Part 1

Calling a business, only to be placed on hold, or worse, in a confusing system where it’s impossible to get out of it and speak to a live agent, spells trouble for your organization. Customers want fast and efficient service, and to be routed to the right person and to engage with the business as succinctly as possible. This course, the first in a two-part series, teaches employees how to better engage clients over the phone.

This course demonstrates telephone techniques related to appropriate answer timing, telephone greeting, quality of listening, control of the call, and the importance of having strong product and service knowledge.

Present this course among your customer service team to encourage them to strive to be the best customer service representatives and agents they can be by building and developing these techniques. Be sure to continue with Award Winning Telephone Techniques Part 2.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

The first in the two-part series, this course is aimed at customer service representatives and other customer-facing employees. The course may also benefit supervisors and operational leaders.

Topics
The course presents the following topical areas:
  • Introduction
  • Answer Time
  • Telephone Greeting
  • Quality Of Listening
  • Call Control
  • Product/Service Knowledge
  • Recap

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