This playlist has been curated and endorsed by Learning and Development thought leaders Michelle Ockers, Laura Overton, and Shannon Tipton. It is one of four playlists in this series. Community is a key pillar to help L&D Emerge stronger.

Community in L&D: Emerging Stronger

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Personal development doesn't need to take a lot of time. This collection of book summaries from Blinkist allows you to work on personal development anywhere.

Personal Development - Blinkist Collection

A lot of use Excel as part of our jobs, but many of us don't know all the great things it can do. This short playlist will help you increase your Excel skills, no matter how familiar to you are with the program.

Increase Your Excel Skills

In the current climate, change can be hard, but it's guaranteed. In this playlist, you will learn how to manage stress, build resiliency, and cope with change.

Become More Resilient

How do you ensure your time will be spent productively throughout the working week? How do you prioritize the work that will deliver the most impact, and achieve the best results?

In this playlist, we cover the key principles of productivity, and provide practical steps for better time management, task prioritization, and goal-setting to assist you in remaining productive, long term.

Optimising Productivity

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Jamie Mustful

A customer service rep takes calls from customers. That’s not hard to figure out. But there’s so much more to this role than you might realize. In this series, we'll go through duties, skills, etiquette, and everything else you need to be a great customer service representative.

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A customer service rep takes calls from customers. That’s not hard to figure out. But there’s so much more to this role than you might realize, if you’ve never worked in a call center. In this course, we’ll go over the various responsibilities to this essential role. Whether you’re called a customer service agent or associate, your duties might include solving customer problems, answering questions, offering technical support, documenting issues and requests, meeting call quotas, and most importantly, being a positive representative for your company.

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Telephone skills

Improving customer service skills

Customer Service

Outbound Calling Techniques

Customer service optimization

Handling customer objections

Customer Problem Solving

Call Center Training: Duties of the Customer Service Representative

In our last course, we talked about what to do as a call center representative. Here, we’ll discuss HOW you’ll accomplish those things. In other words, the skills you’ll need to excel at your job. We’ll cover the knowledge you should have in order to do your job well. We’ll talk about the importance of paying attention to details, taking thorough notes, and developing emotional intelligence. We’ll also discuss getting creative, staying organized, and being flexible.

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Developing Interpersonal Skills

Effective Telephone Communication

Professional Phone Etiquette

Setting call objectives

Call Center Training: Skills of the Customer Service Representative

What’s the first thing you need to know when working as a call center representative? How to communicate well on the telephone! In this course, we’ll talk about things like what to say as a greeting, how to remain polite, and using proper vocal tone and volume. We’ll cover some helpful tips on being a better call-taker and how to politely place people on hold.

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Proper Chat Etiquette

Making phone calls

Communication etiquette

Call Center Training: Phone Etiquette

Getting to the root of a customer’s issue requires listening, of course. As a successful call center representative, there’s a lot that goes into listening well. In this course, we’ll discuss what it means to be an active listener and how that skill should be applied to your job. We’ll go over some active listening tips and techniques, including ways to show that you’re listening, avoiding assumptions, taking notes, and confirming that you understand.

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Active Listening

Discerning Listening Types

Responding to Employee Concerns

Using active learning techniques

Call Center Training: Active Listening

As a call center representative, you’ll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or upsell. To do any of this well, you have to ask the right questions. You need to get to the root of the customer’s issues to find a resolution, or you need to determine the customer’s unmet needs in order to sell them a product that will meet those needs. In this course, we’ll go over how to ask good questions. We’ll discuss basic troubleshooting and how to use the TED approach in your questioning. We’ll talk about more advanced troubleshooting techniques and how the funnel questioning method works. We’ll also go over questions you can ask to find more sales opportunities.

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Effective Questioning Techniques

Questioning

Conducting Trial Closes

Handling difficult questions

Asking well-structured questions

Call Center Training: Asking Good Questions

When you’re working in a call center, there are a lot of things you need to remember to say. This might include your greeting, good questions to ask, your company script, etc. Have you ever thought about what you shouldn’t say? Believe it or not, there are ten phrases that you should never say when you’re on a call with a customer, and that’s what we’re going to cover in this course.

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Call Center Training: Don't Say This!

As a call center representative, one of your main duties will be to solve people’s problems with your company’s products or services. To do this, you need to learn how to troubleshoot a customer’s issue to find the root cause and figure out the best solution. In this program, we’ll talk about how to become a better troubleshooter. We’ll go over how to get to the root cause of a customer’s issue, how to evaluate the situation, what you should do to find a possible solution, and how to carry out that solution.

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Customer Investigation

Troubleshooting

Problem Analysis

Handling upset customers

Call Center Training: Troubleshooting

Dealing with angry customers is a brutal, yet unavoidable, part of your job as a call center representative. As you grow more experienced, you’ll find that there are helpful techniques that will allow you to handle these customers with ease. That’s what we’ll be covering in this program. We’ll discuss listening, apologizing, and taking responsibility on behalf of the company. We’ll talk about how to deal with customers who are really upset and swearing. We’ll also go over some things you want to avoid when talking to an angry customer.

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Difficult Conversation Management

Dealing with aggressive behavior

Call Center Training: Handling Angry Callers

When you’re handling customer issues, you always want to be able to solve it yourself. This is what’s known as First Call Resolution, or FCR, and it’s what every call center hopes will happen. But sometimes there are problems that are too complex, customers who are too demanding, or issues that are outside your scope. In those cases, you may need to escalate the issue. In this program, we’ll talk about what that means. We’ll go over some common reasons to escalate a call, and we’ll also cover how it should be done.

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Escalating concerns appropriately

Call Center Training: Escalating Issues

Call Center Training

Title	Duration	Provider
Call Center Training: Duties of the Customer Service Representative	7 mins	ej4
Call Center Training: Skills of the Customer Service Representative	4 mins	ej4
Call Center Training: Phone Etiquette	6 mins	ej4
Call Center Training: Active Listening	7 mins	ej4
Call Center Training: Asking Good Questions	7 mins	ej4
Call Center Training: Don't Say This!	6 mins	ej4
Call Center Training: Troubleshooting	6 mins	ej4
Call Center Training: Handling Angry Callers	6 mins	ej4
Call Center Training: Escalating Issues	7 mins	ej4

Call Center Training

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