At the end of this course you will be able to understand:

• The nuances of body language and verbal skills
• Aspects of verbal communication such as tone, cadence, and pitch
• Questioning and listening skills
• How to deliver bad news and say “no”
• Effective ways to negotiate
• The importance of creating and delivering meaningful messages
• Tools to facilitate their communication
• The value of personalizing their interactions and developing relationships
• Vocal techniques that will enhance their speech and communication ability
• Personalized techniques for managing stress

This course comes with 31 modules consisting of text, video and quizzes. It is a self-paced program available 24/7. Participants can learn at their own pace, anytime, anywhere and on any device.

• Module One: Course Overview
• Module Two: What’s Missing in Telephone Communication?
• Module Three: Verbal Communication Techniques
• Module Four: Who are Your Customers?
• Module Five: To Serve and Delight
• Module Six: Did You Hear Me?
• Module Seven: Asking the Right Questions
• Module Eight: Saying No
• Module Nine: Sales by Phone
• Module Ten: Taking Messages
• Module Eleven: Staying Out of Voice Mail Jail
• Module Twelve: Closing Down the Voice
• Module Thirteen: Cold and Warm Calls
• Module Fourteen: Developing a Script
• Module Fifteen: Perfecting the Script
• Module Sixteen: Going Above and Beyond
• Module Seventeen: Handling Objections
• Module Eighteen: Closing the Sale
• Module Nineteen: Feelings
• Module Twenty: Changes in the Customer
• Module Twenty-One: Negotiation Techniques
• Module Twenty-Two: It’s More Than Just a Phase
• Module Twenty-Three: High Impact Moments
• Module Twenty-Four: Tips for Challenging Callers
• Module Twenty-Five: Dealing with Difficult Customers
• Module Twenty-Six: Phone Tag and Getting the Call Back
• Module Twenty-Seven: This is My Mentor
• Module Twenty-Eight: Stress Busting
• Module Twenty-Nine: News from Within
• Module Thirty: Wrapping Up
• Module Thirty-One: Close with Vocals

This course is designed for:

• Administrative employees
• Team leaders, supervisors and managers
• Business owners and executives
• Call Center employees
• Customer Service Representatives