Call Center > Excellence Customer Service @ Call Centre

Excellence Customer Service @ Call Centre

Course Objectives

Understand customer service concepts and Improve customer service skills
Use some of the techniques to achieve excellence in customer service
Work on improving their relationships with other employees
Understand their customer needs and expectations
Understand effective ways to handle customers complaints
Improve their problems solving skills and dealing with difficult customers
Understand their important roles they play in their respective organizations

Target Audience

This program is suitable for receptionists, customer service, technical specialists, call center 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 liaison via telephone will benefit from this course.

Methodology

This program will be conducted through interactive lectures, PowerPoint presentation, video presentation, role-lay, and group discussions

Course Modules

Module 1 – CALL CENTER – PHILOSOPHY
Module 2 – ELEMENTS OF QUALITY CUSTOMER SERVICE @ CC
Module 3 – MANAGING YOURSELF AND SHAPING YOUR ATTITUDE
Module 4 – COMMUNICATION THAT WINS CUSTOMERS
Module 5 – HANDLING CUSTOMERS ON THE PHONE
Module 6 – CALMING YOURSELF AND THE CUSTOMER: MANAGING STRESS

Get To Know The Trainer

Trainer Darren

4.5

Darren is a Senior Training Consultant focusing on Team Effectiveness and Team Discovery programmes conducted via adult learning and experiential methods. He holds a degree in Business Management from Nilai College and a Diploma in Business Management from Tafe College. His other professional certifications include Train The Trainer by PSMB and Western Kentucky, USA.

VIEW PROFILE