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Course/Product Description
Title:

Call Center Customer Service

SKU:WT-1000599
Format: Webinar
Description:

Incoming! Every time the telephone rings at a call center, there's a new opportunity to exceed customer needs. But who will be other end? Perhaps it will be a pleasant customer with a simple request, an irate customer who is spouting frustration, or a client with a speech pattern that is hard to understand. A CSR's day is far from routine.

This workshop is specifically designed to meet the demands and address the pressures of call center customer relationship management. It will help you handle call after call in a proficient and professional manner and to manage your own "tele-stress" so you can be your best!

Covered Topics:

  • The unique dynamics of telephone customer service
  • The top 15 Do's and Don'ts for Call Center Customer Service
  • The importance of proper attitude and mood
  • The differences between statements, questions, and objections
  • The main customer types and how to deal with each
  • Ways of creating constructive dialogue
  • Strategies for increasing listening skills
  • A game plan for handling calls—open, identify, act, agree, close
  • Methods for handling "chatty" callers
  • Ways to politely end the "endless phone call"
  • Techniques for dealing with the "hard-to-understand" caller
  • Techniques for dealing with angry callers
  • Strategies for handling uncooperative callers
  • Ways to handle your own "tele-stress"

Who Should Attend?
Call center customer service representatives, supervisors, and managers—although anyone will benefit who handles telephone customer service.

The Presenter
Margaret DeMarino is a corporate trainer, specializing in the area of written and verbal communication, supervisory skills, administrative training, and customer service. Known for her functional webinars and workshops filled with practical pointers, Ms. DeMarino offers workshops and webinars to a wide range of clients including, banks and financial institutions, manufacturing companies, state and federal government agencies, and others. Ms. DeMarino holds a B.A. in Communication Arts from the University of Dayton and was a Fellow of the Yale-New Haven Teachers Institute at Yale University. She also currently free-lances for the Hartford Courant.

Licenses / Designations / Educational Credits:CCSR - Institute of Certified Bankers
All US States: 2.5
All Canadian Provinces: 2.5

CPB - Institute of Certified Bankers
All US States: 2.5
All Canadian Provinces: 2.5
About The Provider: Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.

For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.

We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.

Webinar Descriptions:

Live Session:
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.

Recorded CD:
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.

OnDemand:
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.

Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.

Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.
Price: $265.00
More Info: Contact Us For More Information
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