Basic Skills for Telephone Service Representatives

Objectives - Participants will be able to:

Speaking Clearly

• Use breathing techniques which improve speech

• Identify techniques to improve voice quality

• Identify components of a pleasing voice

• Identify components of an expressive voice

• Use correct pronunciation

• Read aloud from a script using correct speech techniques

Grammar Introduction

• Identify the parts of a sentence

• Recognize singular and plural forms of subjects

Pronoun Reference

• Define pronouns

• Recognize subject pronouns

• Recognize object pronouns

• Recognize possessive pronouns

• Recognize pronoun-antecedent agreement

• Recognize first, second and third person pronouns

• Recognize relative pronouns

• Recognize vague and ambiguous pronouns

• Use all types of pronouns correctly

Verb Tenses

• Understand the parts of a verb

• Conjugate irregular verbs

• Identify auxiliary verbs

Subject Verb Agreement

• Apply the subject verb agreement rules

• Confirm subject verb agreement in sentences containing interrupting phrases

• Determine subject verb agreement in sentences containing inverted structure

• Determine subject verb agreement in sentences containing expletives

• Determine subject verb agreement in sentences containing compound subjects

Putting it All Together:  The Survivor Grammar Challenge

• The objective of this module is to summarize and review the following modules:  

• Grammar Introduction

• Subject verb Agreement

• Verb Tenses

• Pronouns

Effective Listening

• Rate their own level of listening ability

• Describe the difference between hearing and listening

• Define active listening

• Identify the barriers to active listening

• Identify and practice strategies for overcoming barriers to listening

Customer Service

• Recognize the importance of providing quality customer service to the success or failure of your business

• Identify the two types of customers

• Understand the customer's point of view

• Identify the steps to provide excellent customer service

Communicating with Confidence

• Discuss the process of communication

• Understand the role of the sender and the receiver in the communication cycle

• Identify the rules for effective communication

• Identify barriers to effective communication

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