Telephone Skill CD-Rom Training Software: Professionalism Through Basic Skills

Training Course Description / Outline:

In Telephone Skills Training: Professionalism Through Basic Skills you will learn to effectively perform basic telephone skills. The training program will teach you how to convey a positive, professional image and use technology to increase your efficiency. In addition, the training program will teach you how to organize and supply your workspace to maximize focus.

Learn To

• Portray a positive image.
• Optimize efficiency through technology.
• Arrange the physical workspace.
• Identify and use resources.

Training Audience

The target audience for this training program is all front-line managers, supervisors, salespeople, and front-line administrative staff. Anyone who uses the phone professionally.

Total Training Time

2 to 4 hours

Training Objectives

Unit 1: Important Telephone Skills (0.5 - 1 hour)

• Identify basic telephone skills.
• Select techniques you can use to stay positive during negative telephone calls.
• Select the elements that comprise a professional telephone voice.
• Simulation Overview: In this simulation, you will meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you're in your first week of orientation training. In this training session, you are going to put basic telephone skills into practice by taking your first live call. First, you and Kim will go over a few points about greeting callers, then you will take your first call.

Unit 2: Beneficial Skills and Technology (0.5 - 1.5 hours)

• Identify key telephone skills.
• Match the characteristics used to demonstrate a professional attitude with their definitions.
• Match the telephone technologies with their descriptions.
• Simulation Overview: In this simulation, you will meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you have just completed your first week of orientation training. Kim will ask you a number of questions concerning the theoretical aspects of telephone skills and different telephone technologies.

Unit 3: Physical Space and Resources (1 - 1.5 hours)

• Identify ways to maximize your ability to focus.
• Identify accessories that can help improve a distracting workspace.
• Identify useful reference materials.
• Simulation Overview: In this simulation, you will meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you're in your first week of orientation training. In your one-on-one revision session with Kim, you've already covered telephone skills and different telephone technologies. This time, Kim will revise the physical workspace as well as useful reference materials that will help you to answer callers' questions.

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