Call Centre Training

 

“Go beyond merely communicating to ‘connecting’ with people.” Jerry Bruckner

 

According to The Global Call Center Report, compiled by researchers at Cornell University, newly-hired call center agents typically receive 15 days of initial training.

 

If your training protocol falls shy of this 15 day mark, it might be time to take a long hard look at your training curriculum and whether or not your agents are sufficiently trained to meet the needs of your customers when they hit the phones.

 

Why Call Centre Training:

 

• The program will be customised to your business and educate call centre agents about your business

• Call handling best practices are shared by international experts

• Learn by doing not just knowing

 

 

What will you gain?

 

Upon completion of the workshop, participants will be able to:

 

• Display the nuances of body language and verbal skills and how it impacts a call

• Display effective verbal communication such as tone, cadence, and pitch

• Ask proper questions to solve a problem

• Listen effectively

• Deliver bad news and say “no”

• Negotiate effectively

• Understand the importance of creating and delivering meaningful messages

• Personalise their interactions and develop relationships on the phone

• Use vocal techniques that will enhance their speech and communication ability

 

How we will do it?

Duration: 2 or 3 days

 

Number of participants: 

7 minimum - 25 maximum

 

For whom:

Call centre agents

 

Methodology:

The program will use a combination of mini-lectures, discussions, team projects, individual exercises  role plays and simulations. Videos will be used where appropriate to enhance the learning experience.

 

 

 

 

 

Managing Customer Service

 

“Good customer service begins at the top. If your senior people don’t get it, even the strongest links further down the line can become compromised.” ~ Richard Branson 

 

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.

 

Why Managing Customer Service:

• Customer Service team leads and/or managers need to understand that they have a HR role to make sure the team displays service centric values

• It’s tool based, so it’s easy to implement for any team lead and/or manager

• It’s a 1 day program that impacts the entire department

 

What will you gain?

Upon completion of the workshop, participants will be able to:

 

• Identify ways to establish links between excellence in customer service and your business practices and policies.

• Develop the skills and practices that are essential elements of a customer service-focused manager.

• Recognize what employees are looking for to be truly engaged.

• Recognize who the customers are and what they are looking for.

• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

 

How we will do it?

 

Duration:

1 day

 

Number of participants: 

7 minimum - 25 maximum

 

For Whom:

Customer Service and Sales managers, team leads and supervisors.

 

 

Methodology:

The program will use a combination of Mini-Lectures, discussions, team projects, individual exercises, role plays and simulations. Videos will be used where appropriate to enhance learning.

 

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Customer Service Mindset

 

“How you think about your customers, influences how you respond to them” Marilyn Suttle, Best selling customer service author.

 

Customer service is a mindset. It’s about solving problems, being action oriented, it’s about making decisions, not just smiling and greeting the customer, although some don't even do that.

 

A service mindset is an outlook that focuses on creating customer value, loyalty and trust. A business with this outlook will thrive. This program aims to create that mindset.

 

Why Customer Service Mindset?

 

• A fun interactive program that gets participants to understand what the service mindset is really all about

• It’s experiential and great for any level

• Apply tools and processes to help solve problems and make decisions

 

What will you gain?

 

Upon completion of the workshop, participants will be able to:

 

• Clarify and communicate your fundamental values and beliefs

• Define the role and responsibilities of a service provider

• Express the fundamentals of service skills

• Develop and demonstrate effective interaction with customers through effective communication

• Develop emotional intelligence (EQ) service attributes

• List down and understand methods to manage personal and customer emotions

• Effectively handle difficult customers and build loyalty through difficult situations

• Develop actions towards rapport building with customers

• Express and demonstrate a professional image consistent with the image of the organisation

 

How we will do it?

 

Duration:

1 or 2 days

 

Number of participants: 

7 minimum - 25 maximum

 

For Whom:

Great for front-line staff, customer contact centre staff, anybody who deals with customers.

 

Methodology:

The program will use a combination of mini-lectures, discussions, team projects, individual exercises, role playing and simulations. Videos will be used where appropriate to enhance learning.