Call Center

Length: 1 day

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.

Table Of Contents:
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