TABLE OF CONTENTS
About this course
How to take this course
Pre-test
Introduction
Chapter 1 The Roles and Responsibilities of a Call Center Staff
Chapter 2 Preparing Yourself to Deliver Quality Service
Chapter 3 Communicating with Others
Chapter 4 Enhancing Your Listening Skills
Chapter 5 Using Technology Effectively
Chapter 6 Building Trust with Others
Chapter 7 Problem Solving and Decision Making
Chapter 8 Handling Difficult Customer Situations
Chapter 9 Managing Your Time Rather Than It Managing You
Chapter 10 Controlling Your Stress Level
Chapter 11 Recovering from Mistakes -- Yours and You're Customer's
Chapter 12 Complying with the Law
Regulatory Guidelines
Recap
Review Questions
Additional Resources
Post-test |