Layout Table~~~~4727~4727~~

5 Sessions - 8-10 Hours of Interactive Training~
the Telephone Communication Training Series from LearnKey, Customer Service Representatives will learn the six factors of professionalism, as well as a step by step collection process. Learn the importance of effective telephone techniques and how to become an active listener.

Benefits
• Improve your organization’s telephone customer service reputation with a highly skilled staff. .
• Improve your collection rate, and increase your bottom line.
• Learn to extract important details from every message and interaction..~~~4727~4728~~

Course Outline Table~~~~4727~4729~~

Call Centre Success~Section A: The CSR: A Powerful Choice
· Self-Assessment
· You are the Organization
· The CSR's Job
· The Quality Call

Section B: Gaining the Professional Edge
· Manage Conversations
· Maintain Knowledge
· Be a Team Player
· Remain Customer-Focused
· Advocacy or Error?
· Personal Responsibility
· Make a Commitment
· Assessment

Section C: The All-Important Customer
· Understanding the Customer
· Analytical or Assertive?
· What Do Customers Need?
· Assessment

Section D: Building Your Skills
· Listening Effectively
· Common Courtesy
· Wrong Impressions
· Using Common Language
· Gathering Customer Information
· Open or Closed?
· Angry Customers
· You Take the Call
· Managing the Technology
· Writing Effective Email
· Email Aptitude
· Preparing a Mental Script
· Closing the Conversation
· Assessment

Section E: Attitude: An Important Asset
· The Impact of Your Attitude
· Plan for Self-Improvement
· Conclusion~~~4727~4740~~

The Business of Listening~Section A: The Business of Listening
· Introduction
· Lazy Listening
· Key Elements of Listening

Section B: Key Elements of Listening
· Hear and Interpret
· Feedback
· Analyze

Section C: Listening Styles and Attitudes
· Listening Style
· Bad Habits

Section D: Tips for Tip Top Listening
· Learning to Listen
· Ten Tips
· Conclusion~~~4727~4742~~

Telephone Courtesy & Customer Service~Section A: Telephone Courtesy
· Introduction
· Course Overview
· Show You Care

Section B: The Basics
· Do’s and Don’ts
· Answering Courtesy
· Your Voice

Section C: Give and Take
· Telephone Interaction
· Managing Objections
· Negotiating
· Action Plans

Section D: Managing the Call
· Caller Behaviors
· Voice Mail
· Do’s and Don’ts
· Conclusion~~~4727~4744~~

Telephone Collections Session 1~Section A: Introduction
· Welcome
· Objectives
· Importance

Section B: Collections
· Understanding
· Receivable
· Cash Cycle
· Potential
· Write-Offs
· DSO
· Phases

Section C: Communication Techniques
· Overview
· Telephone Image
· Telephone Basics
· Telepone Courtesy

Section D: Working with Customers
· Handling Complaints
· Irate Customers
· Placing on Hold
· Speaking Techniques
· Speech Control
· Listening Techniques
· Listening Controls
· Listening Exercises~~~4727~4739~~

Telephone Collections Session 2~Section A: Behavior Styles
· N2 Model
· Personal Style
· Defeat Style
· Collaborative Style
· Accommodative Style
· Withdraw Style
· Compromise Style
· Enhancing Behavior Style

Section B: Effective Collections
· Advantages
· Prepare
· Customer Information
· Open Strongly
· Telephone Messages
· Work Through Objections
· End with Commitment
· React Quickly

Section C: Danger Signals
· Warning Signs
· Importance of YOU~~~4727~4738~~

Ordering~~~~4727~4736~~

Telephone Communication Series Training Course by LearnKey~Per Seat Licencing Available

Call 08700 536 003 for quotes for CD, NETWORK, ONLINE and Training Centre/Bootcamp Solutions!~~PER USER%3A CD Course|060998|PER USER%3A ONLINE Course|!79212|LIBRARY LICENCE%3A CD Course|060995|~4727~4737~telephone customer service reps representatives handling calls answering sales~