Training Resources
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 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
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