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Overview

Effective Call Center Skills helps participants understand the importance of handling the customer effectively and courteously.

Participants are given the tools for basic communication skills that make a customer recognize that he/she is important to your company. The participants also learn fundamental concepts and techniques for dealing with a customer, focusing on the skills needed to make every exchange of information a positive interaction on the telephone.

Target Audience

Duration

Participants Per Program

Objectives

To teach participants the difference between customer satisfaction and customer enthusiasm To teach the relationship between customer service and customer loyalty.

To develop skills based on internationally established techniques of telephone handling Customers.

To teach positive vocabulary and actions the participants can take to increase customer loyalty.

To introduce participants to telesales techniques.

Content

Practicing basic interpersonal communication skills.
Professional telephone handling.
Managing calls – both incoming and outgoing.
Effective customer care skills.
Tele sales – recognizing the process over the phone.
How to create effective openings.
Cultivate trust and build rapport with a sales prospect.
Questioning techniques – moving from general to detailed questions, open ended and closed questions.
Objection handling.
Recognizing buying signals.
Avoiding unproductive selling techniques – pity, intimidation, and guilt.

Our Approach