New eLearning for Call Center Agents - Managing Irate Customers and Effective Telephone Skills

New eLearning for Call Center Agents - Managing Irate Customers and Effective Telephone Skills

SCOTTSDALE, AZ - October 22, 2003 - Richardson, a leading sales training and consulting firm, announced at the Call Center West Demo Conference 2003 in Scottsdale, AZ, the release of two new Richardson QuickSkill™ eLearning courses. The two new courses, Telephone Effectiveness and Managing Irate Customers, will help users to effectively identify and solve the most frequently encountered telephone challenges, as well as build the skills and strategies to provide exceptional customer care to customers over the phone.

Today, sales and service representatives must be able to leverage all communication opportunities and maximize every customer touch point to satisfy customer needs. Because the telephone can be impersonal and there are often time pressures, it is critical to communicate in a courteous, confident, and professional manner. Richardson's new Telephone Effectiveness and Managing Irate Customers are highly interactive eLearning courses that have been designed to provide Call Center Agents, Customer Service Representatives, and Sales Professionals with the ability to manage tough calls, handle negative customers, and optimize their telephone selling skills to strengthen customer satisfaction. The new courses include:

Telephone Effectiveness - Identifies the most frequently encountered telephone challenges as well as the skills and strategies to provide exceptional customer care to customers. Topics include: Empathy, Ownership and Action Steps, Final Impression, Insurmountable Obstacles, and Crossing the Line.

Managing Irate Customers - Helps develop the strategies and skills to turn many challenging or irate customer situations into positive experiences for the customer and sales person. Topics include: Etiquette, Voice, Holds, Transfers, Questions You Can't Answer, Obstacles, Voice Mail.

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To learn more about Richardson, please contact us at info@richardson.com.