Customer Service Excellence For Call Centre

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

Customers are the life-line of any business, as such providing great customer service is critically important and therefore keeping your customers satisfied needs to be the top priority.

This training session takes a practical approach in terms of enhancing behavioural skills that are imperative for Service professionals to perform their function confidently. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.

This 100% activity based session is designed to help participants to service and prosper through a service driven culture. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service

Course Objectives

  • Understand the elements of successful customer communication and improve skills in this area
  • Structure customer contact more effectively Improve questioning and listening skills
  • Identify customer’s real issues and match with appropriate solutions
  • Build better relationships with customers using empathy
  • Recognize each customer’s unique personality and tailor dialogue accordingly
  • Identify their own stress triggers and develop action plans to overcome them
  • Learn how their own body language can improve communication with customers
  • Understand the importance and impact of the telephone as a service tool.

Course Outline

  • Customer Behaviours
  • Active and professional Listening
  • Articulate and persuasive Speaking
  • Probing Skills
  • Understanding the customer’s perspective through Empathy
  • Emotional Intelligence in customer service
  • Handling complaints
  • Dealing with angry and irate customers
  • Writing effective emails
  • Role play – Service encounter & Angry customer