Customer Service > World Class Customer Service @ Call Centres

World Class Customer Service @ Call Centres

Course Objectives

Know the history of customer service
Have the right mindset & attitude needed Know the right kind of skills
Take customers to the next level

Target Audience

This program is suitable for customer care officers, executives, senior executives, assistant managers and managers.

Methodology

This stimulating program will maximize understanding and learning through interactive lectures, dynamic role plays, group activities, sample data /tools and business games /simulators.

Course Modules

Module 1 – THE BENCHMARKING OF CS
Module 2 – HANDLING THE DIFFERENT TYPES OF CUSTOMERS
Module 3 – THE ROLE OF A CUSTOMER CARE PROFESSIONAL
Module 4 – MANAGING EQ OVER THE PHONE
Module 5 – BUILDING AN OWNERSHIP TO THE SERVICE CULTURE
Module 6 – THE CHANGE WE NEED
Module 7 – CREATING THE RESULTS

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.

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