Program: Vocal Victories
Telephone agents don’t have the luxury of using body language to convey information. With effective vocal techniques the only tool at their discretion, agents must appreciate that the way they speak to customers reflects the company brand. Sounding professional at all times, regardless of accent, personality or mood is fundamental.
Vocal Victories includes the following courses:
6. Handling Hostility
Efficiently Controlling Hostile Call Scenarios
Hostile call scenarios are no surprise in most centers. Recognition and prevention is much more effective than an apparent disregard for the customer. This course focuses on using established techniques to handle angry or abusive customer situations.
Mastery Certification: Vocal Victories
After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
The Vocal Victories program is designed by call center experts to provide a practical and engaging learning experience. Start today.