Call Center > Enhancing Customer Service – Excellence Call Center Image
By the end of this program, participants should be able to:
This course is suitable for receptionists, customer service, technical specialists, call centre agents, engineers , sales personnel and other front-line personnel will need equipping to show customers they really matter. Any staff that provides customer service in the form of personal contact, servicing or customer liason via telephone will benefit from this course.
This course will be conducted through interactive lectures, PowerPoint presentation, video presentation, role-lay, and group discussions.
Module 1 – Customer Service Philosophy
Module 2 – Elements Of Quality Customer Service
Module 3 – Managing Yourself And Shaping Your Attitude
Module 4 – Understanding Customer Needs & Expectations
Module 5 – Communication That Wins Customers
Module 6 – Assessing The Customer’s Behavior Triggers
Module 7 – Handling Customers On The Phone
Module 8 – The Psychology Of Complaints And Anger
Module 9 – Handling Of Complaints
Module 10 – Problem Solving Skills
Module 11 – Calming Yourself And The Customer : Managing Stress
Module 12 – Becoming An Expert In Customer Service – Self Assessment
4.5
Leela is a trainer, speaker and consultant both in the local and international circle. She uses real life examples and interactive exercises that make her presentation alive and easily understood. She has 22 years of working experience ranging from banking to sales force and manufacturing before embarking into training and consultancy.
FREE QUOTATION!
COURSE INCLUDES
COURSE BENEFITS
ALL IN FROM ONLY
RM2,399/DAY
RRP RM3,430/DAY SAVE RM1,031
*T&C Applies
No review yet.
The Ultimate Call Centre Pro: Delivering Outstanding Telephone Customer Service Experience
Trainer Vigneswaran
from
RM0/DAY
Live chat, call or email, we’re here for you
Quorse is Asia’s #1 online training marketplace that connects learners with trainers who seek a value-added training experience on a single platform. Discover training courses from diverse categories, ranging from technical IT certifications to personal development programs.
Sign Up to Bookmark your Favourite Course
or Request for a Quotation instantly
Sign in with your social account
or
By signing up, you agree to our Terms of Use and Privacy Policy