Richardson Launches Two New Web-based Training Courses for Call Center Agents.Business Editors/High-Tech Writers Call Center Demo Conference A computer symposium run by IDG that invites vendors to showcase their newest technologies. Many new companies and products are first launched at DEMO. Founded in 1990 by industry pundit Stewart Alsop, the Palm Pilot was introduced at DEMO 1996, and 450 units were presold at the 2003 SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Oct. 22, 2003 Richardson, a leading sales training and consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a , announced at the Call Center West Demo Conference 2003 in Scottsdale, AZ, the release of two new Richardson QuickSkill(TM) eLearning courses. The two new courses, Telephone Effectiveness and Managing Irate Customers, will help users to effectively identify and solve the most frequently encountered telephone challenges, as well as build the skills and strategies to provide exceptional customer care to customers over the phone. Today, sales and service representatives must be able to leverage all communication opportunities and maximize every customer touch point to satisfy customer needs. Because the telephone can be impersonal im·per·son·al adj. 1. Lacking personality; not being a person: an impersonal force. 2. a. Showing no emotion or personality: an aloof, impersonal manner. and there are often time pressures, it is critical to communicate in a courteous cour·te·ous adj. Characterized by gracious consideration toward others. See Synonyms at polite. [Middle English corteis, courtly, from Old French, from cort, court; see , confident, and professional manner. Richardson's new Telephone Effectiveness and Managing Irate Customers are highly interactive eLearning courses that have been designed to provide Call Center Agents, Customer Service Representatives, and Sales Professionals with the ability to manage tough calls, handle negative customers, and optimize their telephone selling skills to strengthen customer satisfaction. The new courses include: -- Telephone Effectiveness - Identifies the most frequently encountered telephone challenges as well as the skills and strategies to provide exceptional customer care to customers. Topics include: Empathy empathy Ability to imagine oneself in another's place and understand the other's feelings, desires, ideas, and actions. The empathic actor or singer is one who genuinely feels the part he or she is performing. , Ownership and Action Steps, Final Impression, Insurmountable Obstacles, and Crossing the Line. -- Managing Irate Customers - Helps develop the strategies and skills to turn many challenging or irate customer situations into positive experiences for the customer and sales person. Topics include: Etiquette etiquette, name for the codes of rules governing social or diplomatic intercourse. These codes vary from the more or less flexible laws of social usage (differing according to local customs or taboos) to the rigid conventions of court and military circles, and they , Voice, Holds, Transfers, Questions You Can't Answer, Obstacles, Voice Mail. About Richardson QuickSkills(TM) Richardson QuickSkills are ground breaking in their level of interaction and individual coaching and feedback. The courses are designed for sales and service professionals - fast, bite-sized, and substantive. Users work through high-impact simulations where they face real-life challenges, experience immediate application, and receive intensive coaching and feedback to develop skills to improve performance. Each Richardson QuickSkills is made up of 3 integrated parts: -- A 20-minute completely interactive simulation - provides intensive feedback and coaching and meets the time pressure of representatives and agents -- A 30-minute robust training resource center - contains role plays, definitions, and an eTrainer -- An interactive assessment test with individual action plan About Richardson Richardson (www.richardson.com) is a leading sales training and consulting firm. We accelerate the productivity of sales people by ensuring they have the skills, strategies, and processes to achieve their objectives and implement their organization's strategy. Utilizing our comprehensive curriculum, coaching, and consulting, we help develop the critical skills sales organizations need to win. Our curriculum includes sales, sales management Sales Management Role and Goal Importance of sales management is critical for any commercial organization. Expanding business in not possible without increasing sales volumes, and effective sales management goal is to organize sales team work in such a manner that ensures a , strategy, negotiations, and service training delivered through seminars, one-on-one and team coaching, and interactive eLearning. Leveraging more than 25 years of seminar and consulting experience, Richardson now offers eLearning Richardson QuickSkills as a flexible, interactive, high-impact eLearning alternative to clients and individuals worldwide. The Richardson QuickSkills are available through the Sun(TM) Enterprise Learning Platform, offered by Sun Educational Services, which is the training group of Sun Microsystems Sun Microsystems, Inc. (NASDAQ: JAVA[3]) is an American vendor of computers, computer components, computer software, and information-technology services, founded on 24 February 1982. , Inc. To deliver synchronous learning Synchronous learning refers to a group of people learning the same things at the same time. This is the type of pedagogy practiced in most schools and undergraduate programs, but not in graduate programs. Lecture is an example of synchronous learning. events and real deal coaching, Richardson partners with Centra. Centra (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :CTRA CTRA Canadian Therapeutic Recreation Association CTRA College Terrace Residents' Association CTRA Canadian Telecommunications Resellers Alliance CTRA Committee To Restore America ) is the world's leading provider of software infrastructure and ASP services for eLearning and business collaboration. |
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