TelePro Series: Managing the Call – Establishing Control of the Call

This course provides valuable instruction on how to smoothly take control of a call to effectively resolve a number of caller-related issues. It covers numerous common scenarios and provides logical and proven methods for dealing with everyone from an irate client to a routine inquiry. By the end of this course, you’ll know how to control the tone, pace and progress of incoming calls, even when confronted with tough questions, confused or emotional customers and extraordinary demands.
This course includes audio narration, video and inline quizzes for an engaging and complete learning experience. It is module 10 in the TelePro Online program.