About This Course
What you will learn - Learn The Best Ways To Listen And Be Heard
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Get BIG Savings with our Call Center Training: Sales and Customer Service Training for Call Center Agents Online Bundle, 5 Courses
- Call Center Training: Sales and Customer Service Training for Call Center Agents
- Communication Strategies
- Customer Service Training: Critical Elements of Customer Service
- Customer Service Training: Managing Customer Service
- Telephone Etiquette
1. Call Center Training: Sales and Customer Service Training for Call Center Agents: Learn The Best Ways To Listen And Be Heard
Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive Call Center Sales Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which trainers will explore in detail throughout this energizing and practical workshop.
2. Communication Strategies: Build Better, Stronger and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
3. Customer Service Training: Critical Elements of Customer Service: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
4. Customer Service Training: Managing Customer Service: Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
5. Telephone Etiquette: Improve How You Communicate on the Telephone
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
Call Center Training: Sales and Customer Service Training for Call Center Agents 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Call Center Training: Sales and Customer Service Training for Call Center Agents
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
- It’s Not What You Say; It’s How You Say It
- In the Absence of Body Language
Session Three: Verbal Communication Techniques
- Being Yourself and Sounding Your Best
- A Service Image
Session Four: Who are Your Customers?
- Define the Customer and Client
- About Relationships
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
- Listening Skills
- The Mission: To Listen
Session Seven: Asking the Right Questions
- Open Questions vs. Closed Questions
- Probing Techniques
Session Eight: Saying No
- When We Say “No”
- Delivering Bad News
Session Nine: Sales by Phone
- Benefits of Telemarketing
- Rapport Building
Session Ten: Taking Messages
- Pen in Hand
- Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
- The Cold Call
- The Warm Call
Session Fourteen: Developing a Script
- Scripting Techniques
- Sample Script
Session Fifteen: Perfecting the Script
- Making the Script Yours
- Using Cheat Sheets
Session Sixteen: Going Above and Beyond
- Fifteen Techniques for CCA Success
- Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
- The Changing Customer
- What the Customer Wants
Session Twenty-One: Negotiation Techniques
- Mastering Negotiation Skills
- Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
- Phases of Negotiation
- Negotiation Made Easier
Session Twenty-Three: High Impact Moments
- Make It Count
- Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
- Tips and Tricks
- Caller Behaviors
- Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
- Dealing with Problems
- Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
- Phone Tag
- Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
- Management Reports
- Pre-Assignment Review
- CCA Reports
Session Thirty: Wrapping Up
- It’s a Wrap – Just About!
- Debrief
Session Thirty-One: Close with Vocals
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 2 - Communication Strategies
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 3 - Customer Service Training: Critical Elements of Customer Service
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Customer Service Training: Managing Customer Service
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Assignment Article, Part One
- Pre-Assignment Article, Part Two
- Pre-Assignment Article, Part Three
- Making Connections
Session 2: Six Critical Elements
- Element One: A Customer Service Focus
- Making Connections
- Element Two: Defined in Your Organization
- Making Connections
- Element Three: Given Life by the Employees
- Self-Assessment
- Element Four: Problem Solving
- Define the Problem
- Research and Analyze the Problem
- Establish a Criteria List
- List Possible Alternatives
- Evaluate Each Alternative
- Select the Best Alternative(s)
- Making Connections
- Making Connections
- Element Five: Measure It
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Brainstorming
- Benchmarking
- Fish Bone (Cause and Effect, or Root Cause)
- Element Six: Reinforce It
- Additional Rewards
- Developing and Maintaining Relationships
- Phrases for Customer Service Success
- Measurement in Practice
Session 3: Understanding Leadership
- About Leadership
- Director’s Style
- Coach’s Style
- Supporter’s Style
- Delegator’s Style
- Understanding Your Comfort Zone
- Our Comfort Level
- The Cyclical Process
- Managing Performance
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- The First Day
- Your Role as a Leader
Session 4: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Challenge the Process
- Making Connections
- Inspire a Shared Vision
- Enable Others To Act
- Making Connections
- Modeling and Heart
- Making Connections
- Practices in Practice
- Pre-Assignment Review
Session 5: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Telephone Etiquette
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
- Words from the Wise
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
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Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
Call Center Training: Sales and Customer Service Training for Call Center Agents Online Bundle, 5 Courses
Learn The Best Ways To Listen And Be Heard
Bundle Up & Save - Learn More and Save More when you Upgrade to one of our Course Bundles below - Save Up To 98%
Course Summary
- Delivery: Online
- Access: Unlimited Lifetime
- Time: Study at your own pace
- Duration: 6 to 8 hours per course
- Assessments: Yes
- Qualification: Certificate
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HURRY OFFER EXTENDED ONE DAY!
About This Course
What you will learn - Learn The Best Ways To Listen And Be Heard
|
|
Get BIG Savings with our Call Center Training: Sales and Customer Service Training for Call Center Agents Online Bundle, 5 Courses
- Call Center Training: Sales and Customer Service Training for Call Center Agents
- Communication Strategies
- Customer Service Training: Critical Elements of Customer Service
- Customer Service Training: Managing Customer Service
- Telephone Etiquette
1. Call Center Training: Sales and Customer Service Training for Call Center Agents: Learn The Best Ways To Listen And Be Heard
Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive Call Center Sales Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which trainers will explore in detail throughout this energizing and practical workshop.
2. Communication Strategies: Build Better, Stronger and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
3. Customer Service Training: Critical Elements of Customer Service: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
4. Customer Service Training: Managing Customer Service: Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
5. Telephone Etiquette: Improve How You Communicate on the Telephone
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
Call Center Training: Sales and Customer Service Training for Call Center Agents 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Call Center Training: Sales and Customer Service Training for Call Center Agents
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
- It’s Not What You Say; It’s How You Say It
- In the Absence of Body Language
Session Three: Verbal Communication Techniques
- Being Yourself and Sounding Your Best
- A Service Image
Session Four: Who are Your Customers?
- Define the Customer and Client
- About Relationships
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
- Listening Skills
- The Mission: To Listen
Session Seven: Asking the Right Questions
- Open Questions vs. Closed Questions
- Probing Techniques
Session Eight: Saying No
- When We Say “No”
- Delivering Bad News
Session Nine: Sales by Phone
- Benefits of Telemarketing
- Rapport Building
Session Ten: Taking Messages
- Pen in Hand
- Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
- The Cold Call
- The Warm Call
Session Fourteen: Developing a Script
- Scripting Techniques
- Sample Script
Session Fifteen: Perfecting the Script
- Making the Script Yours
- Using Cheat Sheets
Session Sixteen: Going Above and Beyond
- Fifteen Techniques for CCA Success
- Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
- The Changing Customer
- What the Customer Wants
Session Twenty-One: Negotiation Techniques
- Mastering Negotiation Skills
- Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
- Phases of Negotiation
- Negotiation Made Easier
Session Twenty-Three: High Impact Moments
- Make It Count
- Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
- Tips and Tricks
- Caller Behaviors
- Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
- Dealing with Problems
- Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
- Phone Tag
- Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
- Management Reports
- Pre-Assignment Review
- CCA Reports
Session Thirty: Wrapping Up
- It’s a Wrap – Just About!
- Debrief
Session Thirty-One: Close with Vocals
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 2 - Communication Strategies
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 3 - Customer Service Training: Critical Elements of Customer Service
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Customer Service Training: Managing Customer Service
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Assignment Article, Part One
- Pre-Assignment Article, Part Two
- Pre-Assignment Article, Part Three
- Making Connections
Session 2: Six Critical Elements
- Element One: A Customer Service Focus
- Making Connections
- Element Two: Defined in Your Organization
- Making Connections
- Element Three: Given Life by the Employees
- Self-Assessment
- Element Four: Problem Solving
- Define the Problem
- Research and Analyze the Problem
- Establish a Criteria List
- List Possible Alternatives
- Evaluate Each Alternative
- Select the Best Alternative(s)
- Making Connections
- Making Connections
- Element Five: Measure It
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Brainstorming
- Benchmarking
- Fish Bone (Cause and Effect, or Root Cause)
- Element Six: Reinforce It
- Additional Rewards
- Developing and Maintaining Relationships
- Phrases for Customer Service Success
- Measurement in Practice
Session 3: Understanding Leadership
- About Leadership
- Director’s Style
- Coach’s Style
- Supporter’s Style
- Delegator’s Style
- Understanding Your Comfort Zone
- Our Comfort Level
- The Cyclical Process
- Managing Performance
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- The First Day
- Your Role as a Leader
Session 4: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Challenge the Process
- Making Connections
- Inspire a Shared Vision
- Enable Others To Act
- Making Connections
- Modeling and Heart
- Making Connections
- Practices in Practice
- Pre-Assignment Review
Session 5: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Telephone Etiquette
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
- Words from the Wise
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
•Beauty
•Business
•Health & Fitness
•Finance
•Lifestyle
•IT & Software
•Personal Development
•Teaching & Academics
2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund policy.
3. What is the FREE Personal Success Training Program?
The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!
4. Are there any requirements to study this course?
No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.
5. Do I require to have finished high school to complete this course?
No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.
6. What if English is not my first language?
This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.
7. Is this course online or conducted in person?
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
8. How do I receive my course?
After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.
9. When does this course start?
Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.
10. What is online learning like?
Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.
Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
11. What computer skills do I need for my course?
You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).
12. How long will you have access to the online course?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
14. Do I need to buy textbooks?
All the required material for your course is included in the online system, you do not need to buy anything else.
15. Is the course interactive?
Yes, all our courses are interactive.
16. Is there an assessment or exam?
Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.
17. What type of certificate will I receive?
You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.
Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I
had a very good experience with my course. It has helped me to get
multiple jobs and prepared me for almost everything I would need to
know. The course was very informative and easy to understand and broken
up perfectly to be done in a short amount of time while still learning a
good amount! I would recommend Courses for Success to anyone trying to
get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"
Our
completion certificates are very valuable and will help you progress in
your work environment and show employers how committed you are to learn
new skills, you might even get a promotion.
18. Will this course be credited by universities?
No, it is not equivalent to a college or university credit.
19. Am I guaranteed to get a job with this certificate?
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
20. How will this course assist me with my career?
Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.
21. How long is the certificate valid for?
The Certificates are valid for life and do not need renewing.
22. Can I take more than one course at a time?
Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.
23. What are the Payment Methods available? Is there a payment plan?
We accept payments via PayPal, Credit Card and Bank Transfer.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
24. Can I purchase for multiple people?
Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com
25. Can I request for an invoice before purchase?
Yes, you can request for an invoice via email at info@coursesforsuccess.com
26. Purchase for a gift?
Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.
27. Can I create my own course bundle?
Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.
28. How will I contact Courses For Success if I have any questions?
You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
