Further Details
OBJECTIVES:
To Increase customer service skills and build rapport on the phone
To Develop fact-finding skills to get to the real root of the problem
Enable agents to prioritise calls and deal with call queuing
Develop effective questioning techniques that help you extract the facts from the novice user/caller
Enable agents to understand the psychology of telecommunications
Enable agents to deal with difficult people & control the call
Appreciate the needs of callers from a variety of cultural backgrounds
Encourage agents to work as an effective team
To help participants to identify their strengths & weaknesses and build a professional development plan
Session One
Call Centre Industry Overview
Call Centre & Help Desk systems
Understanding the Customer
Identifying the core essentials of Caller Support
Making the customer feel:
Important
That you have understood in detail
That you are competent to help them
That they can rely on you to find a solution
Session Two
Voice Management
Essential telephone skills
The Communication Cycle
Understanding how to tone, pitch, speed & volume
Pacing & mirroring the customer to build quick rapport
‘Body Language’ on the phone
Effective Questioning Techniques
Developing a structured approach to needs analysis
Question structures
Using open, closed, probing, reflective questions
Matching your questioning style
Advanced listening skills
Session Three
Assertive, Aggressive and Submissive behaviour
Techniques for extracting information from poor communicators
Understanding caller reactions
The psychology of telecommunications
Using Transactional Analysis
Identifying complementary and crossed transactions
Seeking clarification to avoid misunderstandings
Session Four
Managing Customer Expectations
Educating the Caller
Handling Complaints
The benefits of complaints
Understanding contributing factors
Developing a positive response
The importance of follow up
Handling Different Customer Types
Session Five
Self control under pressure
Practical tactics for staying calm
Dealing with angry and abusive callers
Skills practice & personal development planning
Role play
Skills assessment review
Guide price
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