Course Objectives:
To enable participants to develop and implement appropriate skills to improve Call Center Customer Service Quality.
Expected Accomplishments:
After the course, participants will be able to:
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Learn the Value of Excellent Customer Service
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Practice 3As - Attitude, Application and Action.
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Satisfy Customer Needs by Proactive Approach.
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Deal with Customer Complaints and solve their problems.
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Practice Professional Ethics and Values of the Company.
Who can benefit:
Call Center Representatives / Contact Center Agents.
Prerequisites:
Good / Reasonable command of English Language.
Course Outline:
The Value of Excellent Customer Service:
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Who needs Customer Service?
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Understand Customer Expectations.
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How to deal with Customer Emotional Needs.Effective Tools & Techniques for Customer Interactions:
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Awareness regarding Products / Services.
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3As - Attitude, Application and Action.
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Distinguish between Reactive and Proactive Customer Service.How to Satisfy Call center / Contact Center?
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Understanding your Call Center/ Contact Center Mission and working towards it.
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Learning to deliver High Quality Customer Service.Developing Effective Customer Relationship for Win-Win Solutions:Professional Ethics and Values for Call Center Agents / Contact Center Representatives:Dealing with Customer Complaints and Solving Problems:
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Identify and deal with Customer Complaints effectively.
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Understand the benefits of Customer Complaints / Problems.5 Star approach to Customer Complaints / Difficulties.
Delivery Method:
Instructor - led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.
Related Training:
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Developing Effective Working Relationships.
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Dealing with Difficult Customers and Solving Problems
