Delivering Exceptional Phone Service Customizable Course
Introducing the Reproducible Training Library
The Reproducible Training Library (RTL) is a collection of downloadable and customizable courses for virtual and classroom instructor-led training, plus self study learning. Each title includes digital document files for facilitator and participant materials provided in unlocked Microsoft Office format. You can download, customize, and deliver training today.
This course is one of more than 80 courses in the Reproducible Training Library Complete Collection. We recommend you consider buying the Complete Collection rather than single titles, for its greater content and significantly reduced cost per course.
Your purchase of RTL courses is a subscription license for use within your organization for one year. With your active subscription you may continue to use the RTL content. You'll also receive any updates to the content. Your subscription will renew automatically until you choose to cancel.
When making your purchase, choose the correct subscription. Your subscription is determined by your organization's total number of persons employed, not the number of persons you intend to train. Our pricing model makes the purchase price fair for different sizes of organizations. Note the RTL is not available for sale to training companies or consultants.
- Business License – Less than 5,000 employees
- Corporate License – Between 5,000-10,000 employees
- Enterprise License – More than 10,000 employees
A customer service representative is the first (and sometimes only) direct person of contact that customers have with an organization – and it’s a very important role to fulfill. When service reps interact with customers they become the face of the organization, so it’s important that they know how to effectively communicate.
Delivering Exceptional Phone Service helps service reps build the skills required to meet customer's needs and ensure they feel heard and valued by the organization. The program offers partner and group role-play opportunities with realistic customer service examples that facilitate the learner’s ability to implement newfound skills post-workshop. It details the techniques needed to deliver exceptional service over the phone, so that participants are better equipped to appropriately address customers’ concerns and ultimately preserve their loyalty to the company.
- Learn how to actively listen to customers so that they feel heard and understood.
- Convey an attitude of service during each stage of a call.
- Remain calm and professional when dealing with difficult situations.
- Know when to say no to customers' requests and discover how to do so in a positive way.
- The Basics of Effective Communication.
- The Stages of a Service Call - Opening, Managing, Closing.
- Handling Difficult Calls.
- Put it all Together / Best Practices.
How to purchase the RTL
To make your purchase, select the appropriate subscription for your organization. Your license is determined by your organization's total number of persons employed, not the number of persons you intend to train.
Upon receipt of payment and approval of your license, you will receive an email with links to download your files. All files are provided in unlocked Microsoft Office format. Your download will include files for:
- Virtual ILT, Classroom ILT, and e-Learning versions
- Facilitator Guide
- Participant Guide
- PowerPoint Presentation
- PowerPoint e-Learning Course
- Course Overview
- Learning Summary
- Learning Materials
- Action Plan
- Course Evaluation
Annual renewal required for continued use of RTL content
Your subscription license permits unlimited use for one year per the terms of the EULA. Your subscription will automatically renew on the anniversary of your purchase. If you choose not to renew your subscription, all licensed content, including customized versions, must be deleted and all use discontinued.
Upgrade to the Complete Collection
If you buy a single title and wish to upgrade to the Complete Collection, we'll credit your library purchase for single title purchases. Contact us for details.
End User License Agreement (EULA)
By purchasing the RTL you agree to the terms of the End User License Agreement (EULA). Be sure to review the terms of this agreement before making your purchase.
The RTL is sold as an annual subscription for use by an organization for the training of its employees. The library may not be distributed, sold, shared, rented, or loaned.
Training companies are not eligible for RTL purchases
The RTL may not be purchased by consultants or training providers intending to use the content to train other organizations. Instead, they may direct their clients to subscribe through their unique HRDQ Affiliate Network link and receive a commission on the purchase. And they may also then assist their client in customization and delivery of the content.
Contact us with questions about the RTL at 800-633-4533 or support@HRDQstore.com.