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Many call centres offer the most challenging and dynamic work. This is particularly true for the customer service agent. He is often considered to be the link between customer and company and therefore is the most important factor in customer experience. This dynamic agent can have new experiences and challenges, but it also opens up the door to new opportunities. Competency is therefore both an ideal and a necessity. This training course was designed to assist call centre agents and customer service representatives in achieving high competence. It teaches them critical thinking skills and self-motivation techniques that will help them in their daily tasks.
It All Starts at the Top
Make an open culture
Understanding Agents’ Responsibilities
Identify Education Opportunities
The Best Employees
Discuss the role with your company
Critique Recorded Calls
How to Create Rapport
Smile with Your Voice
Engage in Little Talk
Listen, Acknowledge and Empathize
Learn how to listen
Allow customer to talk
Recap the Call
Manners Matter – Etiquette & Customer Service (I)
Tone and Inflection
It’s important to say it in the right way
Manners Matter – Etiquette & Client Service (II)
“Reading” your customers
Properly moving calls
Go the Extra Mile
Handling Difficult Clients
Keep listening, repeat, and
Prevent Placing Blame
Find the Solution
Get the Essential Information
Make a Checklist
Speed of the Answer
Length of the Call
Coaching Doesn’t Stop
Feedback about Training
Kudos to Deserving Employees
Words from the Wise
Customer service is essential and sometimes difficult to provide. They often determine the fate of customer loyalty, profit margins, and profits. Employees must show a level of professionalism and attention to detail that rivals that of soldiers fighting in battle. This course will help employees understand this universal need. It will teach them how to be more resilient through self-help. How to ask the right questions in a customer-oriented way. How to think quickly and logically in an environment that demands efficiency and speed. And how to address angry customers. This training course can also be incorporated into a customized training session to address the needs of your team.
Available locations in Australia
A workplace is basically a network that brings together specialists from different areas of study….
Training is available Australia-wide, including Geelong and Parramatta. Business relations rely on the telephone. These…
Customised training available in Brisbane, Sydney and Adelaide, Perth, Parramatta. Melbourne, Geelong. Gold Coast. Canberra….
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