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 two hour Contact Center Training course, 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. Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology. Course Outline Module One: Getting Started Module Two: It Starts at the Top Create an Open Culture Understand Goals Understand Agents’ Responsibilities Identify Education Opportunities Case Study Review Questions Module Three: Peer Training Top Performing Employees Discuss Role with Company Critique Previously Recorded Calls Cross Training Case Study Review Questions Module Four: How to Build Rapport Smile in Your Voice Engage in Small Talk Listen, Acknowledge, and Empathize Be Yourself Case Study Review Questions Module Five: Learn to Listen Allow Customer to Talk Avoid Judgment Take Notes Recap the Call Case Study Review Questions Module Six: Manners Matter - Etiquette & Customer Service (I) Scripting Dead Air Tone & Inflection Saying it the Right Way Case Study Review Questions Module Seven: Manners Matter - Etiquette & Customer Service (II) “Reading” Your Customers Properly Transferring Calls Going the Extra Mile Limit Information Case Study Review Questions Module Eight: Handling Difficult Customers Keep Calm Listen, Repeat, and Avoid Placing Blame Solve the Problem Case Study Review Questions Module Nine: Getting the Necessary Information Have a Checklist Linear Thinking Open-Ended Questions Close-Ended Questions Case Study Review Questions Module Ten: Performance Evaluations Consistent Service Abandoned Calls Speed of the Answer Length of Call Case Study Review Questions Module Eleven: Training Doesn’t Stop Evaluate Progress Get Feedback on Training Kudos to Deserving Employees Have Monthly Meetings Case Study Review Questions
