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Telephone / Call Centre Skills
Displaying 1 to 10 (of 13 products)
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SDHAHD |
People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these... |
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SDHBR |
Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers... |
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SDHCC |
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. They must demonstrate the following... |
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SDHCCT |
Staff in call centres need to be able to control call time and manage talkative callers politely. They have to learn to; · Be patient · Respond and... |
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SDHCPI |
People in call centres are the window into their organisation. They need to present a professional image over the phone. This program covers the... |
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Angry and frustrated callers can sometimes become abusive or even threatening – making a stressful interaction for the person handling the call.... |
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SDHFOR |
It is not enough for call centre staff to have the right manner. They must also focus on results. We all need to know how we are doing and how to... |
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SDHHUC |
One of the toughest challenges for call centre operators is dealing with an upset customer. You have to work out what the customer needs and make... |
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SDHMAA |
When customers are angry it is important to deal with them effectively and professionally. You need to; · Listen positively · Reduce anger by... |
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SDHMTDT |
Jamie, Martin and David work in a call centre. They form a band, "The Dial Tones" and write a song that strikes a chord with everyone. They soon... |
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Displaying 1 to 10 (of 13 products)
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