Every call is an opportunity to provide service that adds value to a caller-this is the case whether the person on the other end of the line is an internal colleague or an external customer. The emphasis should therefore be on providing excellent telephone service: after all, without good service, there would be no business! No organization will survive if it treats its requests for information and assistance poorly, and initial telephone contact usually sets the tone. Because a telephone call will often be the first and most long-lasting impression a customer forms about your organisation, this eLearning course has been developed to help you create better first impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line. Most people complete the course in about an hour.
Publisher: Worldwide Center for Organizational Development
Author: Jon Warner and Anne Sandberg
Publication Date 2007 All rights reserved.
The Rapid Skill-Builder series of short video-based on-line training programs offers a new and exciting way for individuals to develop important basic skills that will better equip them to perform more effectively in their current job or as they move into management or leadership roles. Built around extremely practical videovignetteswith an expert leadership training facilitator, the Rapid Skill-Builder eLearning modules describe best practice in the topic area, and then model the skills through video vignettes, showcased in real workplace situations.
Rapid Skill Builder online courses are ideal for basic skill development for employees of all kinds. They can be used as part of an individual development plan, as well as in support of a larger training initiative. They are often used as a pre-course activity before a planned in-person training event or as reinforcement of important skills after a training or development event, or any other situation where a practical best practice process is required and time is limited.
The participant workbooks and cue cards that accompany this eLearning course are also available separately in this store for use in local workshops, lunch-and-learn sessions, and other informal learning events. Those who take the eLearning course may download them as part of their coursework.
Trainers interested in obtaining a trainers kit for offering these courses as traditional classroom learning should contact us at info@readytomanage.com.
To sample a few slides of one of our Rapid Skill Builder eLearning courses, click on the link below and a new window will open with a sample of the Assertiveness eLearning course. If you have a pop-up blocker in place, you will need to disable it. Be sure to check out the "resources" tab within the course browser to download a sample workbook and cue card presentation as well. When the demo is over, you may close the pop-up window and continue shopping.
Click Here for Sample
This Rapid Skill Builder eLearning Course is delivered via the internet. At the completion of your purchase, you will be provided with a web link (website address) and a password to access your course.In addition to the fully narrated course, including video vignettes demonstrating the skills you are learning, you will also be able to download a copy of the accompanying workbook, action template and cue cards. Be sure to follow the instructions provided when you begin your learning, to ensure youdownload all your learning materials.