Call Centre Support Techniques 101
1 Day Or 2 Day workshops
Customer service and sales communications have become much better over last number of years, but not for many companies. For a number of dominant service related business, in fact there customer service satisfaction levels ratings plummeted. With the advent of the internet consumers can take 1 minute of their personal time to review customer service ratings of most companies online. And for some companies this can be disastrous. Plummeting customer satisfaction levels means only two things: lost sales, and non-loyal customers. And the cause, it’s simple, the customer service staff lack specific skills to efficiently manage customer complaints. During these types of interactions only two things are happening, the company is losing customers and losing sales.
HOW YOU WILL BENEFIT – WHAT YOU WILL LEARN
- Know your positions as your company’s delegate
- Sustain a constructive stance when giving out serivce.
- Begin and end a customer service telephone call appropriately.
- Resolve a customer’s predicament.
- Manage circumstances with an annoyed caller.
Topics Include:
- Module 1: Background information
- Identify the significance of call center serivce.
- Know your position as a delegate of the company.
- Identify the advantage of pleasing customers.
- Recognize the strategy you should use to give outstanding services.
- Module 2: Starting the Call
- Preserve a constructive approach when giving out service.
- Make use of your voice to express efficient customer service.
- Highlight the certain to your customers.
- Recognize various types of customers.
- Begin a customer service telephone call appropriately.
- In-Class Simulations
- Module 3: Your # 1 Goal – Satisfy the Customer
- Comprehend the QLC procedure.
- Request from your customers suitable questions.
- Pay attention to your customers..
- Verify a customer’s demand.
- Be decisive in fulfilling a customer’s needs.
- In-Class Simulation
- Module 4: Finalizing the Call
- Recognize the basis of problems you will
- encounter.
- Resolve a customer’s predicament.
- Identify furious callers’ wishes.
- Control circumstances with an annoyed caller efficiently.
- End a customer service telephone call effectively.
- In-Class Simulation
WHO SHOULD ATTEND
- Call Centre Mangers and Employees
- Customer Service personnel
WHY THIS WORKSHOP IS IMPORTANT
As the marketplace shrinks for competing products, manufacturers are now finally rushing departmental initiative in an all out effort to boost or even band-aid their dismal customer satisfaction levels. They finally realize the value in keeping their current customers as opposed to luring new customers. A famous industry quote is that it costs 5 to 8 times to get a new customer than it does to keep an old one. So if you are not, start benchmarking and tracking your internal and external customer satisfaction levels, before it’s too late and you realize you have a new CEO.
COURSE FEE & LOCATION DETAILS
Quotes provided are for immediate city area only. Rates will change for training locations outside city area.
One Day
Course Fee: $795 per person
Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.
Quotes provided are for immediate city area only. Rates will change for training locations outside city area.
Two Day
Course Fee: $1495 per person
Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.
Satisfaction Guaranteed:
We fully guarantee the content and quality of this workshop. If at the second break-time provided by the facilitator, you are not completely satisfied with this course, we will refund your money in full. No questions asked!
Testimonials
Our company is rather small (30 employees) and we did not have a formal Manager training program. The Manager training program put together for and delivered to our managers by Skills Training Toronto was very effective and covered the key topics we wanted. We were very pleased with the result.
Con-Test
John is one of the best Customer Service facilitators I have seen in my 10 years of taking courses.
JKR Productions
Skills Training is a good company than brings results. My team is still performing better 4 months after training.
Manager
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