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[ WebToolTip.com ] Udemy - Call Center Agent Training - Customer Service and Phone Skills

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File Name
Size
Get Bonus Downloads Here.url
180 B
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/1 - Welcome to the Course What Call Center Work Really Means.mp4
72 MB
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/2 - Course Overview and How to Get the Most from This Program.mp4
74 MB
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/3 - A Day in the Life of a Call Center Agent What the Job Really Involves.mp4
70 MB
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/4 - The Real Cost of a Bad Call Churn, Complaints and Repeat Contacts.mp4
63 MB
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/5 - Inbound, Outbound, Tier 1 and Tier 2 How a Contact Center Is Organized.mp4
80 MB
~Get Your Files Here !/1 - Call Center Agent Training Customer Service & Phone Skills/6 - Call Center Language Essential Terms Every New Agent Must Know.mp4
69 MB
~Get Your Files Here !/2 - Performance Standards and Customer Expectations/10 - What Customers Actually Want When They Pick Up the Phone.mp4
62 MB
~Get Your Files Here !/2 - Performance Standards and Customer Expectations/7 - AHT, FCR and CSAT The Metrics That Measure Your Performance.mp4
71 MB
~Get Your Files Here !/2 - Performance Standards and Customer Expectations/8 - Service Level and Schedule Adherence Why Your Timing Affects Every Caller.mp4
64 MB
~Get Your Files Here !/2 - Performance Standards and Customer Expectations/9 - Quality Monitoring How Your Calls Are Scored and Coached.mp4
70 MB
~Get Your Files Here !/3 - Core Phone Communication Skills/11 - Your Voice Is Your Only Tool Tone, Pace and Clarity on the Phone.mp4
72 MB
~Get Your Files Here !/3 - Core Phone Communication Skills/12 - Active Listening Hearing What the Caller Means, Not Just What They Say.mp4
77 MB
~Get Your Files Here !/3 - Core Phone Communication Skills/13 - Empathy Statements That Sound Genuine, Not Scripted.mp4
63 MB
~Get Your Files Here !/3 - Core Phone Communication Skills/14 - Positive Language How to Say No Without Making Customers Angry.mp4
56 MB
~Get Your Files Here !/3 - Core Phone Communication Skills/15 - Asking the Right Questions Open, Closed and Probing Techniques.mp4
67 MB
~Get Your Files Here !/4 - Mastering the Call Flow from Hello to Goodbye/16 - The Professional Call Opening Greeting, Introduction and Purpose.mp4
66 MB
~Get Your Files Here !/4 - Mastering the Call Flow from Hello to Goodbye/17 - Verifying Customer Identity and Protecting Personal Data.mp4
75 MB
~Get Your Files Here !/4 - Mastering the Call Flow from Hello to Goodbye/18 - Hold, Transfer and Escalation Doing It Without Losing the Customer.mp4
76 MB
~Get Your Files Here !/4 - Mastering the Call Flow from Hello to Goodbye/19 - Closing the Call Properly Summarize, Confirm and End on a High Note.mp4
65 MB
~Get Your Files Here !/4 - Mastering the Call Flow from Hello to Goodbye/20 - Call Notes and Wrap-Up Writing Records the Next Agent Can Use.mp4
74 MB
~Get Your Files Here !/5 - Call Center Tools, Systems and Software/21 - Telephony Basics ACD, IVR, Call Recording and Agent Statuses.mp4
73 MB
~Get Your Files Here !/5 - Call Center Tools, Systems and Software/22 - Working the CRM Finding Customer History Fast During a Live Call.mp4
74 MB
~Get Your Files Here !/5 - Call Center Tools, Systems and Software/23 - Using Scripts and the Knowledge Base Without Sounding Robotic.mp4
73 MB
~Get Your Files Here !/5 - Call Center Tools, Systems and Software/24 - Ticketing Basics Logging, Categorizing and Following Up Cases.mp4
75 MB
~Get Your Files Here !/5 - Call Center Tools, Systems and Software/25 - Multitasking on Calls Listening, Typing and Searching at Once.mp4
74 MB
~Get Your Files Here !/6 - Handling Real Customer Service Calls/26 - Handling Billing Questions and Disputed Charges with Confidence.mp4
76 MB
~Get Your Files Here !/6 - Handling Real Customer Service Calls/27 - Basic Technical Troubleshooting Over the Phone for Internet Issues.mp4
76 MB
~Get Your Files Here !/6 - Handling Real Customer Service Calls/28 - Managing Outage Calls When Hundreds of Customers Call at Once.mp4
89 MB
~Get Your Files Here !/6 - Handling Real Customer Service Calls/29 - Explaining Contracts, Fees and Policies in Plain Language.mp4
79 MB
~Get Your Files Here !/6 - Handling Real Customer Service Calls/30 - Avoiding Repeat Calls Owning the Problem Until It Is Resolved.mp4
74 MB
~Get Your Files Here !/7 - Customer Retention and Ethical Upselling/31 - Why Customers Cancel and How to Uncover the Real Reason.mp4
82 MB
~Get Your Files Here !/7 - Customer Retention and Ethical Upselling/32 - The Retention Conversation Saving an Account Without Pressure.mp4
79 MB
~Get Your Files Here !/7 - Customer Retention and Ethical Upselling/33 - Spotting Sales Opportunities Naturally on Service Calls.mp4
66 MB
~Get Your Files Here !/7 - Customer Retention and Ethical Upselling/34 - Upselling Ethically Offers That Genuinely Help the Customer.mp4
84 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/35 - Calming Angry Callers A Step-by-Step De-escalation Method.mp4
80 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/36 - Abusive, Rambling and Silent Callers Handling Difficult Situations.mp4
78 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/37 - Service Recovery Rebuilding Trust After a Mistake Has Been Made.mp4
76 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/38 - The Most Common Call-Handling Mistakes and How to Prevent Them.mp4
73 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/39 - Case Study Turning a Furious Repeat Caller Into a Loyal Customer.mp4
76 MB
~Get Your Files Here !/8 - Difficult Callers, Real Problems and Case Studies/40 - Building Resilience Managing Stress and Healthy Habits on the Phones.mp4
75 MB
~Get Your Files Here !/9 - Launching Your Call Center Career/41 - Call Center Career Paths From Agent to Team Lead and Beyond.mp4
77 MB
~Get Your Files Here !/9 - Launching Your Call Center Career/42 - Your First 90 Days What Employers Expect and Mistakes to Avoid.mp4
68 MB
~Get Your Files Here !/9 - Launching Your Call Center Career/43 - Certifications, CVs and Interviews Landing Your Call Center Role.mp4
78 MB
~Get Your Files Here !/9 - Launching Your Call Center Career/44 - Your Next Steps and Final Course Wrap-Up.mp4
69 MB
~Get Your Files Here !/Bonus Resources.txt
70 B