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

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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

Get To Know The Trainer

Trainer Vigneswaran

 4.5

Mr Vigneswaran has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDF Trainer. In 2021, he was awarded the Certified Blockchain Expert by the prestigious Blockhain-Council (USA), Inbound Marketing Certified and Social Media Certified in Applying Inbound Social Media...

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*T&C Applies

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