Description

Course Outline

MODULE ONE- Critical Element of Customer Service

• What is customer service? Who are your customers?
• Meeting expectation
• Setting goals
• Communication skills and telephone techniques
• Dealing with difficult customers and people
• Dealing with challenges assertively
• Dealing with stress
• The first critical element: A customer service focus
• The second critical element: Defined in your organization
• The third critical element: Given life by employees
• The fourth critical element: Be a problem solver
• The fifth critical element: Measure it
• The sixth critical element: Reinforce it

 

MODULE TWO- Sales and Customer Service  Training for Call Centre Agents

• Verbal communication techniques
• Who are your customers?
• Listening skill
• Asking the right questions and saying NO
• Taking messages and using voice mail effectively
• Vocal exercises
• Cold and warm calls, including developing a script
• Going above and beyond high impact moments
• Handling objections and closing the sales
• Negotiation techniques
• Tips for handling challenging callers
• Phone tag and getting the callback
• Stress-busting
• Call centre trends

MODULE THREE- Managing Customer Service

• The six critical elements of customer service
• Understanding leadership
• Managing Performance
• Onboarding and orientation
• Five practices of leadership

Learning Objectives

At the end of the training program, participants will be able to:

• Identify ways to establish links between excellence in customer service and business practices and policies
• Develop the skills and practices that are essential elements of a customer service focused manager
• Develop vocal techniques that enhance speech and communication ability
• Understand how their behaviour affects the behaviours of others; and
• Apply techniques to deal with difficult customers.

 

Who Should Attend

Call Centre Agents,

Relationship Managers,

Field Service Representatives,

Front Desk Agents and

Customer Service Executives