The Ultimate Call Centre Pro: Delivering Outstanding Telephone Customer Service Experience

Course Objectives

•          Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation

•          Handle emotionally charged conversations on the phone while staying in control

•          Ask ideal questions from callers to maximise information transfer

•          Handle your phone conversations professionally and leave a positive impression on the other person

•          Handle phone calls based on the types of people you are communicating with

•          Provide information clearly and efficiently while increasing retention and checking understanding

•          Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services

•          Handle challenging scenarios and common situations when interacting on the phone

•          Listen actively to callers and demonstrate that you understand their needs

Target Audience

• Call Centre Agents
• Customer Service Representatives
• Sales Representatives
• Front Office Staff
• Technical and Support Personnel
• Field Service Representatives
• Account Managers
• Credit and Billing Specialists
• Small Business Owners
• Anyone who wants Telephone Customer Service

Methodology

LECTURE, INDIVIDUAL & GROUP ACTIVITY, FEEDBACK SESSIONS, DISCUSSIONS, DEMONSTRATION, BUSINESS GAMES, ROLE PLAYS.

The workshop is very interactive developed with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme

Course Modules

• Module 1: SERVING PEOPLE ON THE PHONE
• Module 2: EMOTIONAL INTELLIGENCE
• Module 3: GETTING INFORMATION
• Module 4: TELEPHONE CONVERSATIONS
• Module 5: DEALING WITH PEOPLE
• Module 6: GIVING INFORMATION
• Module 7: HOW TO TALK
• Module 8: SCENARIOS
• Module 9: LISTENING SKILLS