{"id":1246,"date":"2014-04-10T00:50:19","date_gmt":"2014-04-10T00:50:19","guid":{"rendered":"http:\/\/localhost\/wp2\/?page_id=1246"},"modified":"2014-09-22T02:34:55","modified_gmt":"2014-09-22T02:34:55","slug":"on-message-customer-service","status":"publish","type":"page","link":"http:\/\/internexia.com\/v2\/?page_id=1246","title":{"rendered":"On Message : A Customer Service Course"},"content":{"rendered":"<div class=\"csRow\">\n<div class=\"csColumnGap\" style=\"margin: 0px; padding: 0px; float: left; width: 1.56%;\"><img style=\"border: none;\" src=\"http:\/\/internexia.com\/v2\/wp-content\/plugins\/advanced-wp-columns\/assets\/js\/plugins\/views\/img\/1x1-pixel.png\" alt=\"\" \/><\/div>\n<div class=\"csColumn\" style=\"margin: 0px; padding: 0px; float: left; width: 31.3%;\" data-csstartpoint=\"15\" data-csendpoint=\"315\" data-cswidth=\"31.3%\" data-csid=\"e37d2ee3-2fcd-6876-8490-85b6e3796bce\"><img loading=\"lazy\" class=\"alignleft size-full wp-image-1251\" src=\"http:\/\/internexia.com\/v2\/wp-content\/uploads\/2014\/04\/on-message-e1411352900305.png\" alt=\"on message\" width=\"120\" height=\"163\" \/><\/div>\n<div class=\"csColumnGap\" style=\"margin: 0px; padding: 0px; float: left; width: 67.2%;\"><img style=\"border: none;\" src=\"http:\/\/internexia.com\/v2\/wp-content\/plugins\/advanced-wp-columns\/assets\/js\/plugins\/views\/img\/1x1-pixel.png\" alt=\"\" \/><\/div>\n<div style=\"clear: both; float: none; display: block; visibility: hidden; width: 0px; font-size: 0px; line-height: 0;\"><\/div>\n<\/div>\n<p><br class=\"nc\" \/><\/p>\n<p style=\"text-align: justify;\"><em>On <img loading=\"lazy\" class=\"alignleft wp-image-1258 size-medium\" src=\"http:\/\/internexia.com\/v2\/wp-content\/uploads\/2014\/04\/om1-300x144.png\" alt=\"\" width=\"300\" height=\"144\" srcset=\"http:\/\/internexia.com\/v2\/wp-content\/uploads\/2014\/04\/om1-300x144.png 300w, http:\/\/internexia.com\/v2\/wp-content\/uploads\/2014\/04\/om1.png 700w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>Message<\/em> is targeted towards any employee supporting overseas customers through the telephone. <em>On Message<\/em> equips employees with the skills needed to face the challenges in customer support services. It emphasizes courtesy and efficiency while handling phone calls, dealing with different cultures and communicating clearly.<\/p>\n<p style=\"text-align: justify;\">Corporate groups and individuals, call centres, customer care centres and business process outsourcing (BPOs) will benefit from our online\u00a0<em>On Message<\/em> programme. Users work through a series of challenging tasks where they learn to handle a call, deal with different cultures and communicate clearly. The emphasis throughout the course is on courtesy and efficiency.<\/p>\n<p>Overview:<\/p>\n<ul>\n<li>20 Units, online learning materials, 15 \u2013 20 hours<\/li>\n<li>Extensive content including case studies and audio examples<\/li>\n<li>Suitable for those with native grasp of English and those with non-native grasp of English<\/li>\n<li>Self-study delivery saves time on training course<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>What will you learn from <em>On Message<\/em>?<\/strong><\/p>\n<p>You will discover how to handle a phone call more professionally and effectively. You will learn active listening skills and the use of positive language for better communication. <em>On Message<\/em> includes units on working with other cultures and understanding what the customer wants.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Estimated Learning Time<\/strong><\/p>\n<p><em>On Message<\/em> offers between 15 and 20 hours of content.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Intended Audience<\/strong><\/p>\n<p><em>On Message<\/em> is intended for corporate groups and individuals in call centres, customer care centres, BPOs and employees supporting overseas customers via the telephone.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Number of Units<\/strong><\/p>\n<p>There are 20 units covering three sections:<\/p>\n<ul>\n<li>Handling the Call<\/li>\n<li>Communication Skill<\/li>\n<li>Working with Other Cultures and Other Skills<strong>.<\/strong><\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Activities<\/strong><\/p>\n<p><em>On Message<\/em> activities include:<\/p>\n<ul>\n<li>Video and audio recordings<\/li>\n<li>Interactive tasks<\/li>\n<li>Samples of good practices<\/li>\n<li>Practice handling situations by recording and listening to own voice<\/li>\n<li>Key in responses and read what others have to say<\/li>\n<li>Exit test<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>A summary of skills learned is provided at the end of each unit.<\/p>\n<p><strong>Coverage of Content<\/strong><\/p>\n<ul>\n<li>Challenging situations set in a fictional call centre<\/li>\n<li>Steps to handling a call<\/li>\n<li>Dealing with different cultures<\/li>\n<li>Active listening<\/li>\n<li>Checking understanding and clarifying information<\/li>\n<li>Courtesy and efficiency<\/li>\n<li>Building customer relationship<\/li>\n<li>Interacting through email and other media<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Unique Features<\/strong><\/p>\n<ul>\n<li>Record yourself handling phone calls or dealing with customers<\/li>\n<li>Post and share your experiences and read what others have to say<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Other features<\/strong><\/p>\n<ul>\n<li>A variety of interactive exercise types<\/li>\n<li>Video and audio recordings<\/li>\n<li>Comparisons of good and bad practice<\/li>\n<li>Progress tracking<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>On Message is targeted towards any employee supporting overseas customers through the telephone. On Message equips employees with the skills needed to face the<a class=\"moretag\" href=\"http:\/\/internexia.com\/v2\/?page_id=1246\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":941,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/pages\/1246"}],"collection":[{"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1246"}],"version-history":[{"count":15,"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/pages\/1246\/revisions"}],"predecessor-version":[{"id":2597,"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/pages\/1246\/revisions\/2597"}],"up":[{"embeddable":true,"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=\/wp\/v2\/pages\/941"}],"wp:attachment":[{"href":"http:\/\/internexia.com\/v2\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1246"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}