Call Center Customer Care
Workshop Overview
Providing superior customer service over the telephone is non-negotiable in a Call Center. This program places a strong emphasis on the role that excellent customer service plays in retaining your customers and contributing to the success of your company. You will leave the program confident in delivering superior customer service over the telephone to all your internal and external clients.
Who Should Attend
Inbound and Outbound Call Center Representatives, Managers, and Supervisors.
What You will Learn
Participants will:
- Learn the benefits of providing superior customer service.
- Review the top ten qualities of the best telephone customer care professionals.
- Discuss and practice active listening and how to diffuse customer emotion.
- Discuss how to turn a customer complaint into a productive situation and a satisfied customer through the use of ‘Relationship Responses’.
- Examine the effect impact tone and word choice have on communication over the phone.
- Practice using open-ended questions to uncover customer needs.
- Identify ways in which one can ‘wow’ a customer - every interaction is a moment of truth.
- Understand how to build relationships over the phone within the expected call-handle-time parameters.
After the Workshop, You'll Be Able To:
- Confidently deliver superior customer service over the telephone to all your internal and external clients.
- Ensure customer complaints and concerns are dealt with in a positive and professional manner.
- Proactively build relationships and earn customer loyalty.
Other Features
Maximum class size is 15.
This enjoyable, valuable, interactive seminar is facilitated using large and small group exercises, fun activities, skills practices, and individual work.
Contact Us
If you have a question or would like to talk with us about your training project, please contact us.
