A training program which focuses on the way of giving information, offering support and/or guidance and directly resolving issues over the phone.
Target Audience
Frontline personnel working in a Call Center answering calls from customers
Training Goals
- to strengthen the professional profile of the individuals working in the Call Center
- to attain a common strategy in the way of delivering telephone customer service
- to increase the customer satisfaction indices of the company
- to reduce the waiting time and the number of missed calls
Contents
- Becoming aware of the impact of the human factor on telephone customer service
- Understanding customers’ expectations
- Understanding the basic principles of receiving and responding over the phone
- Offering guidance and support through the eyes of the customer
- Understanding the strategy of dealing with difficult situations
- Managing the solutions available
- Resolving situations in which the company bears responsibility
- Handling situations with no available solution
- Understanding Basic Human Needs (BHN)
- Recognising and decoding customers’ human needs as a means of resolving the situation
- Understanding the Social Profile System (SPS)
- Adjusting directly to the customer’s frequency without violating his/her personal zone
- Overcoming barriers to communication
- Learning to communicate effectively (15 Skills)
- 15 Skills in effective telephone communication
Training Methodology
- short presentations
- continuous role-plays with a varying degree of difficulty during which each participant receives individual coaching
- individual personal feedback
Duration and Participations
3 training days (3 working days- 24 training hours) in groups of 8 participants.
Δείτε ακόμα στην κατηγορίαCustomer Service:Άλλες Κατηγορίες Εκπαιδευτικών Προγραμμάτων:
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