CUSTOMER SERVICE FOR
CALL CENTRE PROFESSIONALS
Summary:
You will learn how to provide excellent customer service over the phone, confidently handling a wide range of situations by applying the key skills of customer service communication. This workshop covers the fundamental ideas and competencies required to solve problems, build trust, increase repeat business, exceed expectations and develop great customer relationships.
Who Should Attend?
Customer Service Agents, Call Centre team leaders and coaches, Help Desk staff and anyone who interacts with customers over the phone.
Objectives:
Course Topics:
You will learn how to provide excellent customer service over the phone, confidently handling a wide range of situations by applying the key skills of customer service communication. This workshop covers the fundamental ideas and competencies required to solve problems, build trust, increase repeat business, exceed expectations and develop great customer relationships.
Who Should Attend?
Customer Service Agents, Call Centre team leaders and coaches, Help Desk staff and anyone who interacts with customers over the phone.
Objectives:
- Understand the challenges of telephone communication
- Stay professional, friendly and customer-focussed
- Build mutual rapport and trust
- Handle complaints, resolve conflict & break bad news
- Show enthusiasm, commitment and accountability
- Reinforce your message non-verbally
- Gather information for problem-solving
- Calm people down and help them to listen
Course Topics:
- Things telephone customers hate
- Asking the right questions
- Conversation management
- Active listening over the phone
- How to recognise when to escalate or seek support
- Being firm but friendly
- Spotting cross-selling opportunities
- Telephone etiquette (handling holds, transfers & referrals)
IN-HOUSE COURSE DETAILS
FORMAT
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.
PUBLIC COURSE OPTION
This programme is also available as a Public Course in association with EMA Learning.
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.
PUBLIC COURSE OPTION
This programme is also available as a Public Course in association with EMA Learning.
