Business Training Library
ICSA is excited to announce that it has partnered with Business Training Library (BTL) to provide members with access to:
- A hosted e-Learning system with over 2400 web-based training courses:
- Web-based training on your schedule** . ICSA members now have access to over 3,000 Web-based training courses with a complete Learning Management System. Students can log on to a completely customized online university, take online assessments and courses, and view results. For more information call 888.432.3077 ext. 102.
- Click here to download a white paper on the “Eight Steps to Blended Learning” to better understand how you might use web-based training blended with your current instructor-led training program.
- A Lending Library* of 3000+ videos, CDs and DVDs:
- Train on your schedule with Business Training Library. ICSA members can “borrow” from a Lending Library of over 3,000 video, CD and DVD training products at a fraction of the cost of purchasing. Borrow what you need, for as long as you need, and trade them in at any time. Topics range from customer service, management/leadership, sales, HR, computer skills, and more. For more information call 888.432.3077 ext. 102.
ICSA members receive special discounted pricing on all of their services! Members that choose to participate will gain unlimited access to a wide-variety of training programs covering customer service, HR and legal issues, sales, computer skills, and more.
Business Training Library even carries a special set of customer service online courses for ICSA members. These courses are produced by Telephone Doctor ®, an organization that specializes in supplying proven service skills and techniques which translate into higher revenue, lower customer turnover and reduced stress on your customer contact team members.
| Basic Basic Telephone Skills Determining Caller Needs I Determining Caller Needs II Essential Elements of Internal Customer Service Five Forbidden Phrases Four Cs of Coaching Skills From Curt to Courteous How to Avoid Emotional Leakage How to Deal With the Foreign Accent How to Handle the Irate Customer How to Treat Every Caller As A Welcome Guest |
Maintaining Customer Relationships Proactive Customer Service Seven Keys to a Positive Mental Attitude Six Cardinal Rules of Customer Service Six Steps to Service Recovery Telesales Tips From A-H Telesales Tips From I-Q Telesales Tips From R-Z That’s Just Rude The Service Mentality What’s Wrong with this Picture? |
Click here to visit the BTL website to learn more about this service. All ICSA members will receive a free trial with unlimited access to more than 3000 high-quality training resources for 30 days.
* available exclusively to companies with 500 and fewer employees
** available exclusively to companies with 2500 and fewer employees