Web-Based Training Series: Frontline Call Center Skills Simulation

Frontline Call Center Skills Simulation

This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director" and "thinker"; (based on the SkillSoft series Frontline Call Center).

Front line personnel, team leaders, call center managers

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Frontline Call Center Skills Simulation

using rapport-building techniques to enhance communication.

demonstrating effective adaptation to "thinker" personality types.

demonstrating effective adaptation to "relater" personality types.

demonstrating effective adaptation to "director" personality types.

using good telephone etiquette.

demonstrating effective techniques for maintaining control of the call.

demonstrating good listening skills.

demonstrating good problem-solving skills.

using leading questions appropriately to control the call.

using closed questions to maintain control of the call.

using open questions to enhance communication.

demonstrating effective measures to meet customer needs.

demonstrating effective techniques for dealing with an unhappy customer.

using good customer service techniques to ensure customer satisfaction.

Experience our entire selection of web-based training courses by viewing the Business Training Library Course Catalog