Essential Call Centre Proficiency

Introduction

A happy internal customer may tell three people about their experience with you but an unhappy one could share their problems with up to ten. That’s the kind of word-of-mouth that you have to get right. Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation.

If it’s your job to respond to complaints, you can be your organization’s most valuable ambassador. You need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible. Training in best practice and seeing what works will build that confidence: you can be sure you are using tried and tested techniques. Whether you are a new recruit or an experienced call centre agent, the aim is to improve your performance to handle difficult customers and increase sales.

Objective

Upon completion of this program, participants will be able to:

• Listen effectively so you understand what you need to do
• Understand the basics of a call
• Choose the best response to a complaint
• Structure your responses effectively
• Speak in a clear, concise style
• Check your responses and give them that final polish before you communicate them

Who Should Attend

This program is suitable for Technicians, Executives, Supervisors, Operators, Team Leaders and Line Leaders.

Methodology

This is a 2-day program, interactive workshop. Participants practice effective problem-solving, complaint handling, learning the techniques through group discussions, exercises and working on sample complaints.

Module