Corporate Training · 3 Courses

call center training

Headset-wearing agents assisting callers

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01 — Courses in Call Center Training

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2 Days4 Modules

Find a way to say YES! (Telephone customer service)

This fun, high-energy two-day call centre customer service excellence programme combines the best in corporate training with the best in personal motivation. Throughout the training programme agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The programme focuses not only on the people but also on the skillset agents need to connect better with customers and provide an exceptional customer experience through empathy and taking ownership of customer issues, using customer-centric strategies to solve business challenges, promote customer loyalty, and build customer-centric bridges.

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1 Day4 Modules

Handling Angry and Difficult Customers

It’s no fun being on the receiving end of a frustrated, angry customer who just had a bad customer experience and is out to vent, particularly when the customer’s issue was not even your fault in the first place. This one-day programme equips teams with a simple but powerful 3-step process. Using this process, representatives are able to calm angry customers down, regain and maintain control of the conversation, and handle high-stress situations confidently and professionally. Team members learn to diffuse the customer’s strong emotions, bring the focus back to the issue, and concentrate on working together collaboratively to resolve the problem.

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2 Days7 Modules

Communication Skills for Customer Service Staff

The “Communication Skills for Customer Service Staff” training programme is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This programme consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.

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