Customer Care for Call Center Staff In-house

Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com

In-House Training

Excellence in Training

CS10E

Customer Care For Call Center Staff

Deliver outstanding customer service with internal and external customers

Overview The program will allow participants to take an objective step back so they can reflect on their own attitudes and the practicalities of delivering outstanding customer care within a call centre environment and at the same time, learn how to increase customer loyalty and retention. The course will enable delegates to trade in some of their old skills for new and at the same time, re-affirm and share those best practices with their peers, that support an ‘exceeding expectations’ culture. Participants will leave the program with a much better understanding of how practically deliver customer service excellence over the phone.

Who Should Attend? 



Customer service executives at all levels who come into contact with customers on the telephone, in a call center environment.

Those who are new and/or experienced in delivering customer service in a call center environment but want to learn new and improved ways of delivering a ‘VIP experience’ for their customers.

Primary Objectives & Benefits This workshop will help participants to: 1.

Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.

2.

Learn aspects of verbal communication such as tone, cadence, and pitch.

3.

Understand the importance of customers.

4.

Demonstrate an understanding of questioning and listening skills.

5.

Acquire comfort with delivering bad news and saying no.

6.

Learn effective ways to negotiate.

7.

Understand the importance of creating and delivering meaningful messages.

8.

Use tools to facilitate communication.

9.

Realize the value of personalizing interactions and developing relationships.

10. Use personalized techniques for managing stress.

Excellence in Training

CS10E

Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com

Customer Care For Call Center Staff

Deliver outstanding customer service with internal and external customers

Module 1 - Behavior Breeds Behavior       

Passive, Aggressive, Assertive types The 3 key elements of communication Impact your personal communications have ‘Transactional Analysis’ Model in practice Comfort/Stretch/Pain Zone Behaviors Define you current company culture Personal development in relation to call handling

Module 3 - Dealing With Difficult Customers     

Understand why customers may complain Dealing with objections and conflicts Constructive influencing, negotiation skills Managing difficult customer behaviors Assertive, passive, aggressive customer call handling

Module 2 - Recognizing & Managing Customer Behaviors & Expectations      

Perception Filters translate over the phone Impact expectations positively over phone Introduction to ‘Signposting’ technique Pre-empting customer requirements Use active questioning, listening techniques How to empathize with, not patronize your customers

Module 4 - Taking Ownership & Accountability With Confidence       

Taking full ownership for each interaction Introduction to the ‘OWNIT’ process Customer Control to prevent escalations How to say “no” assertively Self-management - manage emotions Adapt to changing circumstances Practical solutions to issues and problems

Module 5 - Improving Customer Experience Through Collaborative Team Working Module 6 - Customer Service Excellence  Understand individual team roles  Benefit your customer call interactions  Team dynamics & their impact on customer service in a call center environment  How customer issues can be tackled better  Seeking and sharing best practice

    

Rapport building with customers An introduction to the ‘Trust Ladder’ Create a “customer delight” experience Appreciative Enquiry Technique Celebrating your Successes

Program Highlight Duration: 3 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days

Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Completion shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates