Call Center > Mastering 10 Customer Support Skills Every Call Center Agent Should Have

Mastering 10 Customer Support Skills Every Call Center Agent Should Have

Course Objectives

To provide support to customers
To answer any questions and enquiries
To provide information to customers
To help to solve any problems asked by callers
To provide after sales service and support
To manage any complaints

Target Audience

Frontline Managers / Executives, Customer Service Managers / Executives, Public Relations / Marketing Executives, Secretaries / Personal Assistants, Receptionists and Call Center Personnel

Methodology

This stimulating program will maximize understanding and learning through lectures, discussions case studies and practical activities.

Course Modules

Module 1: Patience
Module 2: Timeliness
Module 3: Clear communication
Module 4: Empathy
Module 5: Knowledge about products and services
Module 6: Positive attitude
Module 7: Attentive listening
Module 8: Organization
Module 9: Adaptability
Module 10: Willingness to go the extra mile

Get To Know The Trainer

Trainer Casey

4.5

Casey , a 27 years sales, management and team building training specialist is acclaimed as one of Malaysia’s most dynamic and inspiring public speaker since 1985 and has steadily increased his stature as one of the leading speakers in this region. He holds a Bachelor Degree in Applied Economics from University of Malaya and a Diploma in Management from the US. Fluent in three (3) languages, (English, Bahasa Malaysia, and Mandarin), he is an extremely sought after training specialist both locally and internationally

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