Call Centre Etiquette & Excellence

OVERVIEW
The fundamental element for the success of a call centre is to prepare the tele-service representatives to handle their jobs effectively by providing training not just on subject matter, but also telephone service etiquette. Whether the nature of the business is marketing research, collection, help desk functions or telemarketing, companies with tele-service representatives provide good customer service can definitely charge higher, realize greater profits, and increase their market share. This workshop focuses on advancing the participants with telephone etiquette that optimal the telephone contacts for shaping a positive image for the company and strengthening the customer relationship.

WHO SHOULD ATTEND
Tele-Service Representatives or anyone who needs to advance their Telephone Servicing standard

WHAT PARTICIPANTS WILL LEARN
  • To acquire the key knowledge and skills of effective telephone behavior in a call centre environment
  • To promote greater awareness and understanding of what is professional inbound telephone services
  • To understand more in-depth the telephone service standard and how customer service is being measured in particular complaints handling
  • To understand what makes excellent telephone service and how to meet and exceed customers' expectations
  • To enable each individual to see how one's own values and beliefs are contributive or restrictive in achieving excellence


KEY CONTENTS
  • Getting a good start - showing customers your CARE
  • Managing Customer Expectations
  • Mastering Inbound Telephone Calls
  • Projecting a polished, professional company image
  • Responding to the angry and upset caller
  • Dealing with difficult situations
  • Powerful tips for excellent telephone skills


DURATION 1-day





Training & Consulting