1 Session - 1 - 2 Hours of Interactive Training
Who speaks for your organization? The MD? Marketing Director? Or is it a Customer Service Representative (CSR) answering the telephone? The Call Center Success training program from LearnKey will help new customer service staff increase their success, while sharpening the skills of your call center veterans. Customer Service Representatives will learn the six factors of professionalism, how customers behave, what customers expect and techniques for more effective communication with customers – all while maintaining a positive attitude.
Benefits
• Customer Service Representatives’ skills will continually improve the customer service in your organization.
• Your organization will gain a better reputation from knowledgeable and courteous employees.
• Contribute to a more positive atmosphere in your organization.
Session 1
Section A: The CSR: A Powerful Choice
· Self-Assessment
· You are the Organization
· The CSR's Job
· The Quality Call
Section B: Gaining the Professional Edge
· Manage Conversations
· Maintain Knowledge
· Be a Team Player
· Remain Customer-Focused
· Advocacy or Error?
· Personal Responsibility
· Make a Commitment
· Assessment
Section C: The All-Important Customer
· Understanding the Customer
· Analytical or Assertive?
· What Do Customers Need?
· Assessment
Section D: Building Your Skills
· Listening Effectively
· Common Courtesy
· Wrong Impressions
· Using Common Language
· Gathering Customer Information
· Open or Closed?
· Angry Customers
· You Take the Call
· Managing the Technology
· Writing Effective Email
· Email Aptitude
· Preparing a Mental Script
· Closing the Conversation
· Assessment
Section E: Attitude: An Important Asset
· The Impact of Your Attitude
· Plan for Self-Improvement
· Conclusion |