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Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.
Skill Builder Pro is a job skills, soft skills and personal development training platform that has over 300 online courses. Your membership includes access to all courses to learn new skills or refresh your existing skills.
Your membership gives you access to all 300+ of our courses for 12 months.
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 10: Taking Messages
Session 11: Staying Out of Voice Mail Jail
Session 12: Closing Down the Voice
Session 13: Cold and Warm Calls
Session 14: Developing a Script
Session 15: Perfecting the Script
Session 16: Going Above and Beyond
Session 17: Handling Objections
Session 19: Feelings
Session 20: Changes in the Customer
Session 21: Negotiation Techniques
Session 22: It’s More Than Just a Phase
Session 23: High Impact Moments
Session 24: Tips for Challenging Callers
Session 25: Dealing with Difficult Customers
Session 26: Phone Tag and Getting the Call Back
Session 27: This is My Mentor
Session 28: Stress Busting
Session 29: News from Within
Session 30: Wrapping Up
Session 31: Close with Vocals
Session 32: A Personal Action Plan
Soft skills are the “people skills” that ensure a person is capable of relating effectively with others. Soft skills usually include such personality traits as effective communication, work ethic, problem solving, teamwork, networking, motivation, time management, dispute resolution, flexibility, critical thinking and many similar traits.
Whereas hard skills are usually mechanical skills that have been learned, soft skills are somewhat harder to teach. Effective instruction will enhance latent and dormant abilities in the student.
Interacting with people is a critical part of most jobs. The better your employees are able to interact with others, the better the results will be. Soft skills can make a crucial difference in internal communication, customer service and sales situations.
People with a broad range of soft skills are valued for their adaptability as they are able to transfer their skills from one workplace role to another with comparative ease.
Employers who have a customer service component in their business are particularly appreciative of employees who have a range of soft skills that are appropriate for customer service roles. Good customer service leaves a lasting impression. Great soft people skills can make all the difference.
Skill Builder Pro is an online membership to over 300 of the most important soft skills courses, that your can study from any device, including computer or mobile phone.
Included are:
We offer two types of memberships, one for individuals and the other for businesses or people that need multiple people to access the courses.
The individual membership allows for one person to access the lessons and print off personalized certificates. These can be purchased on a yearly or monthly basis.
For businesses we offer many different pricing options. Please contact us at support@skillbuilderpro.com if you require more than one membership.
All packages come with a 7-day money back guarantee. This means that if during the 7 days of your first month or year with Skill Builder Pro you don’t want to continue then we’ll provide you with a full refund.
No, but we offer a 7-day money back guarantee for any plan purchased. If you’re not happy within 7 days we’ll process your full refund immediately, no worries whatsoever.
No, you’re not. You are only tied in for the duration of the plan you choose at the point of purchase. This could be six months or yearly.
Your plan will auto-renew at the end of that period, but if you cancel at any point before then it will not auto-renew.
We will also send you a message before we process any renew payments.
Online learning is just as easy – if not easier – than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
After you have completed your payment, you will be able to login with the credentials you created at signup. We also send a confirmation email with this info.
You can view all courses available by clicking the courses button top left of our website, once you have found the course you would like to take, go to the course page and select the large red button “Start Course”. This will open a window with the course.
You can also log in by using the log in button top right of website.
The average time required to complete a course is 3 – 6 hours, though you can take as long as you like as you have access to complete the course at your own pace.
Yes, assessments and quizzes are provided so you can test your knowledge to make sure you understand the course content.
All students who complete a course receive a certificate of completion.
You will also receive a transcript of course units and courses completed within Skill Builder Pro.
Skill Builder Pro is a job skill, soft skills, and personal development training platform with over 300 online courses. The courses are accessed online via the internet, and users provided with a login.
The course categories include, business skills, human resources, marketing, personal development, sales, management, workplace compliance and Microsoft.
Upon purchase you will have access to all the courses in Skill Builder Pro for a period of six months and is renewable.
Some of the companies we work with include Stack Social, CNN, Entrepreneur, Mashable, and many more.
We provide a 7-day money-back refund guarantee. Please send an email to support@skillbuilderpro.com to submit this request.
There are no entry requirements to take any of these courses. Everyone is encouraged to take these courses.
You do not require a High School Diploma; these courses are open to anyone who would like to study these topics.
These courses are only provided in English.
All the courses are based online and accessed through the Skill Builder Pro online platform via the internet.
Once you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive a username and password to log into the skill builder Pro Platform. If you have the internet and own a reliable computer or device, you will be able to log in and study the courses. Please remember to check your junk folder if you do not receive the email.
You can start immediately after finalizing the purchase of Skill builder Pro, using the username and password provided with your welcome email. Head here to signup https://skillbuilderpro.com/membership/
You do not need to be an expert, but you should be able to use a keyboard, the internet, and have basic skills with Microsoft.
You will have six months access Skill Builder Pro platform (or longer if you have purchased longer), there are no time limits, and you can take as long as you require to complete each course. Access is renewed at the end of six months.
All 300 job skill, soft skills, and personal development courses included, additionally, new courses added monthly, the online materials include content, diagrams, interactive instructions, and quizzes, plus you will receive a certificate upon completion.
You will receive a Certificate of Completion, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Plus, you can include it in your resume/CV, professional social media profiles, and job applications.
Taking the initiative and completing these courses shows potential employers you are willing to learn new skills to ensure that you have the necessary skills to achieve your tasks.
The Certificates are valid for life and do not need renewing.
You can complete as many courses as you like.
We accept payments via PayPal, Credit Card, and Bank Transfer. Contact us at support@skillbuilderpro.com, to pay via bank transfer or PayPal.
If you are a business and wish to purchase for multiple people, please contact us at support@skillbuilderpro.com.
Yes, you can request for an invoice via email at support@skillbuilderpro.com
You can purchase this course as a gift, send an email to support@skillbuilderpro.com, with the details and we can accommodate this.
You can contact our support team at any time through live chat on our website, or email at support@skillbuilderpro.com.
What other students have said about us
To Perfect for individuals and businesses to boost their skills
Thanks for being a part of Skill Builder Pro
Your membership gives you access to all 300 of our courses for 12 months.