Customers want a well-educated agent
when they contact a business. They want to know that the person answering their
questions knows what they are talking about. Training your staff, and giving
them the information that is needed to effectively assist your customer base is
paramount.
With our Contact Center Training
workshop your participants will gain the knowledge to provide a great customer
experience. They will develop skills on how to deal with difficult costumers,
build rapport, and great listening skills. All of these skills combined will
provide an increase in overall customer satisfaction throughout your
organization.
Course
Outline:
Module
One: Getting Started
Module
Two: It Starts at the Top
Module
Three: Peer Training
Module
Four: How to Build Rapport
Module
Five: Learn to Listen
Module
Six: Manners Matter - Etiquette & Customer Service (I)
Module
Seven: Manners Matter - Etiquette & Customer Service (II)
Module
Eight: Handling Difficult Customers
Module
Nine: Getting the Necessary Information
Module
Ten: Performance Evaluations
Module
Eleven: Training Doesn’t Stop
Module
Twelve: Wrapping Up