Call Center Essentials

About the Workshop

With this workshop, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

Learning Objectives

Upon completion of workshop participants will be able to:

1. Win the first impression

2. Handle Call center challenges

3. Master Professionalism

4. Deal with Customers

5. Enhance their communication skills

6. Shape their attitude

Target Audience

This workshop is intended for customer service and call center representatives.

Topics Covered

1. The CSR--A Powerful Voice

· The CSR's Valuable Role

· First Impressions Count

· The Call center Challenge

· The Quality Call

2. Gaining the Professional Edge

· Six Elements of Professionalism

· Element 1: Manage the Customer Call

· Element 2: Know Your Products and Services

· Element 3: Be a Team Player

· Element 4: Remain Customer Focused

· Element 5: Take Responsibility

· Element 6: Make a Commitment

3. The All-Important Customer

· Recognizing the Customer's Style

· Tailoring Your

· guidelines for Analytical and Assertive Customers

· Understanding Your Own Behavioural Style

· Eight Customer Needs

4. Building Your Communication Skills

Ten Essential Communication Skills

· Skill 1: Listening Effectively

· Skill 2: Extending Common Courtesy

· Skill 3: Avoiding Statements That Give the Wrong Impression

· Skill 4: Using the Customer's Language

· Skill 5: Gathering Customer Information

· Skill 6: Satisfying the Angry Customer

· Skill 7: Managing Technology

· Skill 8: Writing Effective Email

· Skill 9: Mental Scripting

· Skill 10: Closing the Conversation

5. Attitude--Your Most Important Asset

· Shaping Your Attitude

· Choosing a Positive Attitude

· The Impact of Stress on Your Attitude

· The Call Center Workload

· Avoiding Office Gossip and Drama

6. A Plan for Self-Improvement

· Three Steps to Self-Improvement

· Step 1: Take Stock of Your Skills

· Step 2: Define Your Objectives

· Step 3: Develop Your Action Plan

Duration: 12 hours.