Call Center Success
Who speaks for your organization? The MD? Marketing Director?
Or is it a Customer Service Representative (CSR) answering the telephone?
The Call Center Success training program will help new customer service staff increase their success, while sharpening the skills of your call center veterans.
Customer Service Representatives will learn the six factors of professionalism, how customers behave, what customers expect and techniques for more effective communication with customers - all while maintaining a positive attitude.
Benefits
Customer Service Representatives' skills will continually improve the customer service in your organization.
Your organization will gain a better reputation from knowledgeable and courteous employees.
Contribute to a more positive atmosphere in your organization
Course Outline
Section A: The CSR: A Powerful Choice
Self-Assessment
You are the Organization
The CSR's Job
The Quality Call
Section B: Gaining the Professional Edge
Manage Conversations
Maintain Knowledge
Be a Team Player
Remain Customer-Focused
Advocacy or Error?
Personal Responsibility
Make a Commitment
Assessment
Section C: The All-Important Customer
Understanding the Customer
Analytical or Assertive?
What Do Customers Need?
Assessment
Section D: Building Your Skills
Listening Effectively
Common Courtesy
Wrong Impressions
Using Common Language
Gathering Customer Information
Open or Closed?
Angry Customers
You Take the Call
Managing the Technology
Writing Effective Email
Email Aptitude
Preparing a Mental Script
Closing the Conversation
Assessment
Section E: Attitude: An Important Asset
The Impact of Your Attitude
Plan for Self-Improvement
Conclusion
Price: £149 (including VAT and delivery) for Single User Licence
