Course Outline · 2 Days
find a way to say yes! (telephone customer service)
Call centre agents, telephone support teams, customer care representatives, inbound/outbound service staff, and front-office communication specialists.
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.
At a glance
- Duration — 2 Days
- Who it’s for — Call centre agents, telephone support teams, customer care representatives, inbound/outbound service staff, and front-office communication specialists.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Voice recording & telephone simulation activities
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Game-based learning & role-play exercises
- Best practice telephone customer care theory
- Understand how their role is instrumental in delivering a high-performance, customer-focused environment.
- Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.
- Create stronger connections with customers and enhance personal communication through understanding the basics of customer psychology, rapport building, and adapting communication styles for positive customer interactions.
Introduction: Foundations of Telephone Service Excellence
- Ice-breaking activity
- The Perfect Call Centre Agent
- Attitude, Skills and Knowledge (A.S.K.) framework
- The professional call centre agent skillset, mindset and customer knowledge
The Professional Call Centre Agent Mindset
- First Impressions — voice recording activity
- Characteristics of high-performing service providers
- Logic and emotion when it comes to buying or continuing to use a product or service
- Taking personal ownership of caller enquiries and outcomes
The Professional Call Centre Agent Skillset
- Are You An Expert? — Product and system confidence
- Active listening over the phone
- Use the power of questions to diagnose needs quickly
- Use best practice telephone customer care techniques and etiquette
Know Your Caller’s Personality Style
- Find out your personality style — self-assessment
- The communication styles model
- Dealing with different caller personalities and difficult scenarios
- De-escalating friction and finding creative ways to say YES
Competitive review game — An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.