Laughing, yelling, screaming, and even sobbing – most call center professionals have encountered some, if not all, of the previously mentioned emotions while on a call. While these may be rare incidents, an agent must be prepared to handle all types of calls on the floor.
The true challenge in voice-only communication is the greater chance of misunderstanding and misinterpretation over the phone. Call center agents tap into their experience and training to resolve their customers’ most pressing concerns.
This Call Center Essentials Workshop enables participants to deliver their desired message effectively and strive for customer satisfaction on every phone call.
Participants in this experiential learning-based workshop will develop the essential customer service skills for successful, over-the-phone customer interactions.
This workshop empowers you with the ability to
At the completion of the Call Center Essentials Workshop, participants will be able to:
Handle calls effectively
Know key phases of an outbound/inbound call
Questioning to establish facts (gathering the right information)
Know behaviors which antagonize (tactics to eliminate irritations)
Learn three steps to assertive behavior
Techniques for dealing with conflict while talking to customers
Introduce different methods of persuasion and understand the science behind it
Manage the expectations of the caller as to possible solutions
Take a strategic approach to relationship management
This workshop is especially beneficial for people who work in the customer service department and primarily communicate with customers over the phone.
IDEAL NUMBER OF PARTICIPANTS