PREMISE
When working as a call center agent, it’s important to understand how to respond to a variety of customer issues, problems or complaints.
The importance of offering customer-centric service is the foundation of your job responsibilities.
This training will expose participants to the responsibilities of a call center agent, whether you work from home, a customer service department, or an independently based call center. The training will also expose participants to the dos and don’ts of telephone etiquette, how to answer calls, and the impact your own tone and attitude can have on callers.
Also in this training, participants will be introduced to problem-solving techniques that will enable them provide quality and excellent services to their customers.
KEY LEARNING OBJECTIVES
By the end of this training, participants will have:
- Adopted a consistent, professional communication style when speaking with customers.
- Developed skills in engaging with customers and handling their enquiries effectively.
- Listened effectively, asked questions and summarized to respond fully to a customer request.
- Identified ways they can add value to customer relationships and exceed expectations.
- Practiced how to turn customer service disappointment into a positive experience.
COURSE CONTENT
Defining Customer Service Excellence
- What does great service look like and feel like?
- Sharing our own experiences of good and bad service.
- Responsibility for customer service.
- Individual and group exercises, facilitated group discussion.
- Handling customer enquiries.
Customer Contact Model and Service Standards
- Creating lasting first impressions.
- Building and maintaining rapport
- Using positive language and tone of voice.
- Demonstration, facilitate group review, pairs exercise with group review.
- Establishing customer needs and responding to requests.
Effective Customer Communication:
- Questioning
- Active listening – including taking notes.
- Summarizing
- Practical exercises in pairs and trios with group discussion.
- Handling work based customer requests.
Indentifying Challenging Customer Requests
- Responding to challenging customer requests assertively.
- Group discussion, short practice sessions in pairs with feedback.
- Service recovery.
Turning disappointment into delight, improving customer relations
- Identifying the nature of customer complaints.
- Responding to customer complaints.
- Introducing colleagues to resolve customer service issue.
- Group discussion, presentation, exercise with group review.
- Complaint handling practice.
Practice Brief
- Practice sessions
- Complaint handling practice sessions with feedback, group review
- Building customer relationships.
Relationship Triangle – Trust and Loyalty
- What differentiates us from our competitors?
- Identifying ways to add value and exceed customer expectations
- Following up
- Presentation, revolving flipchart exercise in small groups, group review
- Applying the learning and next steps
