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More telephone training news

Following a very positive response to last month’s Telephone Training News post, I’ve pulled together some more great articles and resources for people involved in training. A nice, diverse selection here including videos, research and articles on customer service, sales and training techniques. Enjoy! 20 important customer service statistics for 2014 Need to justify your […]

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5 tell-tale signs you need to invest in telephone skills training

As a learning professional, you may already be monitoring the quality of your organisation’s telephone skills training. But you also know that just one poor experience can quickly destroy a hard-earned customer relationship. By listening to calls, you can pick up on some warning signs, before problems appear in quality control reports or customer complaints. […]

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Benefits of Using Role-Plays (Part 2)

Realism Good role-playing also means that trainees’ attention will be wholly directed to the skills required to handle the calls. Their minds will not be directed to the practicalities of inventing information, names, telephone numbers etc. If you have prepared your role-playing session properly, the realism of the work will cause the trainees to behave […]

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