Excellence in Telephone Service Course

In this course you will learn:

• To achieve a global homogeneity in customer service as a way to optimize the company's corporate image
• To be implemented in the department to form common guidelines for excellence in telephone service
• To offer, to the new incorporations, tools and techniques to carry out the daily management of the client with great quality
• To optimize the management of claims and incidents , developing assertive skills and the ability to empathize

The course of Excellence in Telephone Service has a duration of 20 hours , divided into the following modules:

- introduction

- The impact of your management

• Orientation and Typology of Clients
• The importance of offering a good image
• Quality of service and customer expectations.

- Telephone Service Tools

• Greeting and goodbye
• Voice-related variables
• Positive vocabulary
• Cordiality
• Security
• Interruptions
• Silences
• Timeouts

- Effective Communication and Listening

• The communication process
• Barriers and difficulties in communication
• The importance of feed-back
• Active listening

- Professional Perception

• Attitudes: styles of behavior
• Motivation
• Teamwork
• Fulfillment of customer demand
• Detection of needs

- Proactivity of agents

• Proactive agents
• How to meet the needs
• Customer loyalty

- Incident Treatment

• Avoid getting emotionally involved
• Empathy
• Assertiveness
• Channeling and Emotional Self-Control
• Value Language and Time
• Collaboration Language
• Personalize
• Thank the Complaint

- Tools for daily use, such as leading the conversation

- Professional Perception: Quality in customer service

* The syllabus of the courses can be adapted to the needs of the company in case of enrollment of more than 10 students per course.  

Customer Service Areas, Technical Services, Claims Management Departments, Secretariat and Reception, and in general all those company personnel with an important part of their work managed over the phone .

We help you unlearn and learn again. Your work is important to others, and we will help you to do your best.

The formative dynamics, for companies that enroll more than 10 students, part of a previous study, in which those areas that require greater reinforcement are analyzed. The previous analysis allows us to use real cases of the client company in the training action.

Aimed at individuals and companies, eAlicia University, is a platform for studying online specific content related to customer service in all its areas, such as customer management through different channels, management and supervisory leadership of a Contact Center or the personal development skills and professional effectiveness necessary to occupy a prominent position in the sector.

The main objective is to provide quality and professional elearning training that allows anyone to specialize in different topics related to customer service.

eAlicia University is an elearning platform, practical and simple to use. The courses can be followed from any device during the contracted period.

After receiving the access codes by email, you will be able to connect to the platform and enjoy the specific contracted content.

You will have access to the necessary functionalities to carry out the course or courses to which you are enrolled.

It is not necessary to have a high computer level to take the course. Each course is structured in different topics, where you will find the training content and the relevant evaluation tests.

In addition, you will have access to your notes and file with the history of all the courses.

On the screen, you will see the list of registered courses, as well as a brief explanation and the progress status of each one.

Companies that contract eAlicia University will have added customization options.

To receive the access codes to the enrolled courses, it will be necessary to make the payment.

The forms of payment that we have available are credit or debit cards (Visa, Mastercard and Maestro) or through your UnionPay card. And just by providing us with your email we will activate the possibility of paying by bank transfer or deposit into account!

The payments made are totally safe. Your bank details are transmitted directly to the banks' collection platforms, without eAliciaUniversity or third parties accessing sensitive information at any time.

Each time you enter the shopping cart, you access a secure page to guarantee the confidentiality of all data and payment methods. This process can take a few seconds.

All prices have VAT included.

For companies that wish to purchase more than 10 courses or extend the access time to the platform, they will be able to check the discounts in the shopping cart.

The data for the issuance of invoices must be completed in the form that appears after accepting the shopping cart.

Companies will be able to access other payment methods if they are already clients through the email info@ealiciauniversity.com

• Online content of the contracted course / s
• Content developed by professionals in the sector in Spain
• Entirely content in Spanish
• Minimum period to study: 2 months
• Access allowed from any mobile device with internet access
• Access allowed 365days 24h
• Personalized access keys for each user or student
• Access codes for tutor, in case of being a company
• It allows to view the progress of the students in the enrolled courses (connection time, last date ...)
• Knowledge assessment exams
• Customization options for businesses
• Online support
• Accrediting Diploma

The start of the Training Action for the participants will depend on the type of training contracted.

The sending of the access credentials will be:

- For eLearning training : from five working days after hiring (without FUNDAE Management).

- In the case of 100% Bonus eLearning training (Exclusive training for companies) - 12 days before the start of the course (for Companies with a Committee at least 15 days in advance, according to the legislation).

The FUNDAE Bonus Management is included in the price.