ENS eLearning On-Line Curriculum
The Power of Excellent Communication Skills
This course deals with the basics of communications and the proper handling of the various stages of a customer's call. It also describes the use of tone of voice in handling customer calls as well as assessment exercises which provide you with an opportunity to confirm the information learned in the lessons..
Each exercise provides feedback, either at conclusion or throughout the exercise. The exercises are supported by theory and links to additional resources on the Web.
Author
Michelle Savard has a Master's degree in Educational Technology and 10 years experience in Customer Service.
Global Objectives
To provide students with the knowledge required to explain the power of excellent communication skills.
Target Audience
This course is designed for call centre agents.
Target time
2 hours
Topics Include
- Words
- Tone of Voice
- Evaluation
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