Delivering Exceptional Phone Service (RTL)

$599.00
SKU 2750E1CSP
Delivering Exceptional Phone Service (Business License for <5k employees)
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All licenses are one (1) year term from date of purchase. At the term's end you must either renew license or discontinue all use of the content. Please read the RTL End-User Agreement (opens new tab) before purchase. Contact us if you have any questions.

Business - For unlimited use within an organization employing less than 5,000 people at one or more direct operating locations. EULA does not permit use outside the organization, e.g. partners, distributors and consultants.

Corporate - For unlimited use within an organization and its subsidiaries employing 5,001-10,000 people across the entire organization. EULA does not permit training outside the organization, e.g. partners, distributors and consultants.

Enterprise - For unlimited use within a top-level organization, its subsidiaries, partners, and distributors employing more than 10,000 people across the enterprise. EULA permits training of all legally connected entities.


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.

  • Overview
  • Resources

Learning Outcomes:

  • 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

Included in the download:

  • A complete courseware package for a 4-hour classroom training event.
  • Includes Instructor Guide, Participant Guide, Classroom Presentation, Course Overview, Learning Summary, and Course Evaluation.
  • Supplemental Self-Study Presentation

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This program is just one title from the Reproducible Training Library Complete Collection, a comprehensive library of 300+ hours of soft-skills training provided in more than 80 different programs.

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