For many people, the term Contact Center relates to sales calls and telemarketers. However; a contact center can provide assistance in many different ways. A contact center can provide customer support, information technology support, and much more. The key to providing great customer service is in the training. A well-trained contact center can be the difference between gaining more customers and losing the ones you have. 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 to effectively assist your customer base is paramount.

 

Course Outline


INTRODUCTION
Course Objectives


MODULE 1
It Starts at the Top
Create an Open Culture
Understand Goals
Understand Agents' Responsibilities
Identify Education Opportunities
Knowledge Check


MODULE 2
Peer Training
Top Performing Employees
Discuss Role With Company
Critique Previously Recorded Calls
Cross Training
Knowledge Check


MODULE 3
How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Knowledge Check


MODULE 4
Learn to Listen
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Knowledge Check


MODULE 5
Manners Matter- Etiquette & Customer Service (I)
Scripting
Dead Air
Tone & Inflection
Saying it the Right
Knowledge Check


MODULE 6
Manners Matter- Etiquette & Customer Service (II)
"Reading" Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Knowledge Check


MODULE 7
Handling Difficult Customers
Keep Calm
Listen, Repeat, and Apologize
Avoid Placing Blame
Solve the Problem
Knowledge Check


MODULE 8
Getting the Necessary Information
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Knowledge Check


MODULE 9
Performance Evaluations
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Knowledge Check


MODULE 10
Training Doesn't Stop
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Knowledge Check


ASSESSMENT
Post Test

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