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Call Centre Training - Sales and Customer Service Training for Call Centre Agents - e-Book


Dita Health and Social Care Consultancy Limited

Summary

Price
Save 60%
£20 inc VAT (was £50)
Offer ends 31 December 2019
Study method
Online, self-paced
Qualification
1 CPD points / hours

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Overview

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

Description

Description

You will need to complete each section in the order shown, starting with this eBook. Each section will unlock once you have completed the previous. Remember to review the resources below (if any) as they often form part of the course and may be covered within the knowledge test.

PLEASE NOTE: To ensure you have the full functionality from the course, we ask you to ensure that your web browser is up to date and we recommend using Google Chrome to ensure you can access all of the features.

LEARNING OUTCOMES

- 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 personalising their interactions and developing relationships

- Vocal techniques that will enhance their speech and communication ability

- Personalised techniques for managing stress

Duration

  • Depends on your ability and time.

Assessment

  • Assessment online – multiple choice questions designed to test learners’ understanding of the course.

Accreditation

  • The CPD Accreditation Group, an independent body operating across all market sectors and in support of all professional institutions, bodies and societies. Its certified CPD ‘quality mark’ is a recognised symbol of quality-assured training.
  • The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Certificate

  • Once you have successful completed the course you will receive digital copy of your certificate which you must print yourself.

Questions and answers

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