What is the Reproducible Training Library (RTL)?

The RTL is a collection of downloadable and customizable courses for virtual and classroom instructor-led training, plus self study learning. This course is one of more than 80 courses in the RTL Complete Collection.

When making your purchase, choose the correct license based upon your total number of employees in your organization:

Business – Less than 5,000
Corporate – Between 5,001-10,000
Enterprise – More than 10,000

Course overview

A customer service representative is the first (and sometimes only) direct person of contact that customers have with an organization – and it’s a very important role to fulfill. When service reps interact with customers they become the face of the organization, so it’s important that they know how to effectively communicate.

Delivering Exceptional Phone Service helps service reps build the skills required to meet customer's needs and ensure they feel heard and valued by the organization. The program offers partner and group role-play opportunities with realistic customer service examples that facilitate the learner’s ability to implement newfound skills post-workshop. It details the techniques needed to deliver exceptional service over the phone, so that participants are better equipped to appropriately address customers’ concerns and ultimately preserve their loyalty to the company.

Learning Outcomes

Learn how to actively listen to customers so that they feel heard and understood.
Convey an attitude of service during each stage of a call.
Remain calm and professional when dealing with difficult situations.
Know when to say no to customers' requests and discover how to do so in a positive way.

Program Contents

The Basics of Effective Communication.
The Stages of a Service Call - Opening, Managing, Closing.
Handling Difficult Calls.
Put it all Together / Best Practices.

How to purchase the RTL

This program is just one of more than 80 titles in the Reproducible Training Library. We recommend you consider buying the entire program library rather than single titles as the cost per title is significantly reduced.

To make your purchase, select the appropriate license for your organization. Your license is determined by your organization's total number of persons employed, not the number of persons you intend to train.

Upon receipt of payment and approval of your license, you will receive an email with links to download your files. All files are provided in unlocked Microsoft Office format. Your download will include:

Virtual ILT, Classroom ILT, and Online Self-Study versions
Instructor Guide
Participant Guide
PowerPoint Presentation
Course Overview
Learning Summary
Learning Materials
Action Plan
Course Evaluation

End User License Agreement (EULA)

By purchasing the RTL you agree to the terms of the End User License Agreement (EULA). Be sure to review the terms of this agreement before making your purchase.

The RTL is sold as an annual license for use by an organization for the training of its employees. The library may not be distributed, sold, shared, rented, or loaned.

Training companies are not eligible for purchase of this product

The RTL may not be purchased by consultant or training providers intending to use the content to train other organizations. Consultants may direct their clients to acquire the license through their HRDQ Affiliate Network link.

Annual renewal required for continued use of this content

Each year on the anniversary of your purchase, if your organization chooses to continue using the library, a RTL Single Title Annual Renewal License must be purchased. If you choose not to renew your license, all licensed content, including customized versions, must be deleted and all use discontinued.

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RTL Shop By Topic

Buy any 3 titles and receive a 25% discount off your purchase!

Delivering Exceptional Phone Service (RTL)