✦COURSE CURRICULUM - TELEPHONE SKILLS DIPLOMA✦
➤(Module 01) : Customer Service Principles
- The Value of Customer Good Service
- Enhancing Customer Relationship
- Dealing with Customer Expectation
- Problem Solving
- Success of Customer Service
➤(Module 02) : Excellent Customer Service Process
- Brilliant Customer Service
- Different inverted pyramids
- Face to face with our customers
- Perception
- “SOFTEN” your greeting
- Active Listening
- From incompetence to competence
- Communication Processes
- Things, Thoughts and Alternatives
- Unhappy Or difficult conversations
- Brilliant email service
- Implementation
- CRM definition
➤(Module 03) : Communication Skills for Customer Service
- What is Customer Service? Definition, Types, and Roles in Marketing.
➤(Module 04) : Customer Service Techniques
- Customer Awareness
- Improving Your Customer Service Leadership
- Building Teamwork for Customer Service
➤(Module 05) : Handling Customer Complains
- Handling Customer Complains
➤(Module 06) : Telephone Techniques
- Greeting
- Angry Callers
- Hold Please
- Phone Etiquette
- Taking Calls
- Taking Messages
➤(Module 07) : Telephone Etiquette
- Module One: Getting Started
- Module Two: Aspects of Phone Etiquette
- Module Three: Using Proper Phone Language
- Module Four: Eliminate Phone Distractions
- Module Five: Inbound Calls
- Module Six: Outbound Calls
- Module Seven: Handling Rude or Angry Callers
- Module Eight: Handling Interoffice Calls
- Module Nine: Handling Voicemail Messages
- Module Ten: Methods of Training Employees
- Module Eleven: Correcting Poor Telephone Etiquette
- Module Twelve: Wrapping Up
➤(Module 08) : Telephone Customer Service
- The Greeting
- Listening Skills
- Telephone Courtesy
- Product and System Knowledge
- Complaints
- Problem Solving
➤(Module 09) : Power of Telephone Courtesy
- Taking a Message
- Answer and transfer
- Your Voicemail Greeting
- Leaving a Message
- Problem Calls
➤(Module 10) : Internal Customer Service
- Business Etiquette In the Workplace and Beyond
- Interpersonal Skills in the Workplace: Examples and Importance
- Workplace Communication: Importance, Strategies & Examples
- Decision Making Styles: Directive, Analytical, Conceptual and Behavioral
- Conflict Resolution
➤(Module 11) : Customer Service at Call Centres
- The CSR – A Powerful Choice
- Getting the Professional Edge
- All Important Customers
- Building Your Skills
- Building Your Skills with Technology
- Managing your Attitude
This Telephone Skills Diploma is comprehensive and designed to cover the following key areas:
★ Customer Service Principles : Telephone Skills
★ Excellent Customer Service Process : Telephone Skills
★ Communication Skills for Customer Service : Telephone Skills
★ Customer Service Techniques : Telephone Skills
★ Handling Customer Complains : Telephone Skills
★ Telephone Techniques : Telephone Skills
★ Telephone Etiquette : Telephone Skills
★ Telephone Customer Service Process : Telephone Skills
★ Power of Telephone Courtesy : Telephone Skills
★ Internal Customer Service : Telephone Skills
★ Customer Service at Call Centres : Telephone Skills
★ Developing Effective Telephone Customer Service Skills : Telephone Skills
Method of Assessment:
At the end of this Telephone skills course learners will also take online multiple choice question assessment tests. This online multiple choice question tests are marked automatically so you will receive an instant grade and know whether you have passed the course.
Certification
Successful candidates will be awarded 'Diploma for Telephone Skills Training'
Why you choose Global Edulink to take the Telephone Skills Course:
- All the study materials are available in your student portal including Module book, Video, Mock exams and extra supportive materials such as interview tips, CV writing, etc.
- Access to Mock exam and mentor supports.
- Excellent and flexible mentor supports by our team of experienced tutors/trainers.
- Effective and efficient administrative service from our staff for your inquiries.
- Comfortable learning access to your student portal.
- Instant technical supports and live chat service for your inquiries. This is very helpful for international learners.
- Quick results and delivery of your certificate.
- Career development services and counselling.
- Support for finding a job – You can access and register for our job portal (jobsite) to find the employers.
Benefits you will gain:
By enrolling in to this course, you’ll get:
- High quality e-learning study materials and mock exams.
- Tutorials/materials from the industry leading experts.
- Includes step-by-step tutorial videos and an effective, professional support service.
- 24/7 Access to the Learning Portal.
- Recognised Accredited Qualification.
- Access Course Content on Mobile, Tablet or Desktop.
- Study in a user friendly, advanced online learning platform.
- Excellent customer service and administrative support.
➤ Register Now!
