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 ServiceĀ 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
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