Telephone Communication Series

6 Sessions –

9 Hours of Interactive Training

In the Telephone Communication 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. Series includes five complete courses: Call Center Success, Telephone Collections, The Business of Listening, The Power of Telephone Courtesy (new), and The Rewards of Telephone Courtesy (new).

Benefits

Improve your reputation with a highly skilled staff

Improve your collection rate and increase your bottom line

Extract important details from every message and interaction

About The Authors

This training program was produced by various LearnKey content partners; Kantola, RMS, and 1 Minute Learning. Each content provider maintains relationships with an impressive list of publishers with content covering a wide variety of subject matter areas. They also have relationships with a host of subject matter experts who are distinguished authors, trainers, consultants and educators.

Call Center 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

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

The Power of Telephone Courtesy

Section A: Telephone Courtesy
· Telephone Techniques
· Answering Calls
· Holding Calls
· Leaving Messages
· Taking Responsibility
· Transferring Calls
· Voice Messaging
· Handling Problems

The Rewards of Telephone Courtesy

Section A: Telephone Courtesy Pays
· Become an Expert
· Handling Calls
· Answering Calls
· Handling Problems
· Handling Calls for Others
· Review

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

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