In our On-Demand Agent Soft Skills Course, attendees gain the valuable skills required to be an excellent customer service representative, regardless of channel. Your representatives are the “voice of the company” and play a critical role in the success of any organization. You want them to have the best training possible. This course is ideal for both new-hires and for refresher training for your entire center.
Ask us for an evaluation license –free of charge.
4 Modules | ≈ 2-3 Hours
What is a Contact Center?
- Expectations of You
- It Can Be Overwhelming!
How To Interact With Customers
- It’s An Attitude
- Your Voice Is Everything
- It’s How You Say It
- Voice Quality
- Ask The Experts
- No Body Language
- Active Listening
- Open Ended Vs Close Ended Questions
- Listening Skills and Checklist
- Barriers To Listening
- Putting It All Together
Handling Difficult Callers
- Ask The Experts
- Steps To Diffuse Anger
- Abusive Callers
Agent Soft Skills Final Exam
**Content and material may be updated without prior notice.
- “The videos kept them engaged in the training.”
- “It was an eye opener for them when they learned that their voice is everything” (70% tone of voice vs 30% words.)
- “They really liked the topic on “handling difficult callers.” They learned how they can “apologize without guilt.”
- “They also liked the sample scenarios on how one can empathize with the caller.”
- “They were fascinated by the information received on the open ended/closed ended (customer survey) questions and how…to deal with talkative members.”
Member Services Director
Santa Clara Family Health Plan
|American Family Insurance||Desjardins Cards Services||Delta Dental of California|
|State of North Carolina||Hewlett Packard||Columbia Sportswear|
|Redbox||Sirius XM||Egis Projects Canada|
|IBM||State of Georgia||Pitney Bowes|
|Bright Horizons||Safe Auto||State of Michigan|
|Booz Allen Hamilton||McKesson||Bank of America|
|Chicos FAS Inc||Edfinancial||Cisco|
|AAA Clubs||Harris Bank||Nationwide|
|Choice Hotels||Ride UTA||GAF|
|University of Michigan||Hyatt||Mazda|
|3M||PLATO Learning||TD Ameritrade|
|Principal Financial Group||Williamson-Dickie Mfg. Co.||Georgia Perimeter College|
|Veterans Administration Health Resource Center||National Government Services/WellPoint||Egis Projects Canada Inc.|
|Atlantis Resort & Casino||George Mason University||Employees Retirement System of TX|
|KPMG||Citizens Energy Group||Emaratech|
|Capital Market Authority, CMA||Nutri-Health Supplements||Oxford Properties Group|
|Gift Certificates.com||Royal Credit Union||SXC Health Solutions|
|Verifone||Metro Credit Union||VistaPrint|
|Forethought Life Insurance Company||Indianapolis Power & Light||Viracor-IBT Laboratories|
|Dayton Power & Light||Motion Picture & Television Fund||Department of Treasury|
|NorthWestern Mutual||Smith Haynes & Watson||United Healthcare|
|Herbalife||United States Coast Guard||Security Assistance Corporation|
For 1-20 Licenses, Click The Add to Cart Button Above.
For Group Discounted Pricing (21 – 400+ Licenses) or a Trial License:
Call: 1-800-214-8929 Ext. 1
*Please note access and licenses will not be distributed until final payment is received.