| Dates for this class: |
| No dates are available for this class. |
| Course Details [choose new course] [printable version] |
| Call Center |
| Course Number: AP0288 |
| Category: Business Skills |
| Duration: 1.00 day |
Description
This ILT Series course teaches students how to identify what challenges come from the situation, the caller, and the environment. Students will learn about the guidelines for providing excellent service and fulfilling the customers' needs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Outline
- Unit 1: Telephone service fundamentals
- Topic A: Good telephone service
- Topic B: Attitude and interpersonal skills
- Topic C: Greeting customers
- Unit 2: Effective call handling
- Topic A: Identifying customer needs
- Topic B: Handling difficult calls