In today's market, customers want issues to be solved and questions answered in a single call. While most customers approach the Call Center interaction with a neutral or positive attitude, some customers can be negative, irate, and present a challenge for Representatives.

Richardson created the Web-based training to provide Call Center Agents with consultative dialogue skills to quickly and effectively identify a client's needs, resolve issues, answer questions to minimize transfers, and decrease the number of escalations. This comprehensive, on-demand training resource strengthens customer satisfaction by:

- Defusing the customer's negative emotions

- Positioning appropriate solutions that are customer-focused and matched to needs

- Preserving relationships even when it is impossible to meet a specific need

- Ensuring the customer has a favorable lasting impression of the company

- Projecting professionalism and confidence with each client interaction

Richardson's Web-based training follows a time-tested, successful training philosophy of "learning by doing." Ground breaking in the level of interaction and individual coaching, users work through high-impact simulations that reflect the actual issues of their calls. They face real-life challenges, experience immediate application, and receive intensive coaching and feedback to foster behavior change and improve performance. The end result is that students are able to deliver continually great service and exceed customer expectations.

Richardson is a sales training and consulting firm. They accelerate the productivity of salespeople by ensuring they have the skills, strategies, and processes to achieve their objectives and implement their organization's strategy. Utilizing their comprehensive curriculum, coaching, and consulting, Richardson helps develop the critical skills sales organizations need to win.  Richardson offers over 60 eLearning Richardson QuickSkills courses as a flexible, interactive, high-impact eLearning alternative to clients and individuals worldwide.

To learn more about Richardson Web and Classroom-based sales training solutions, visit Richardson's Web site at www.richardson.com.