Call Center Essentials Workshop in Dubai & Middle East

ABOUT THE WORKSHOP

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.

OBJECTIVE

Participants in this experiential learning-based workshop will develop the essential customer service skills for successful, over-the-phone customer interactions.

Benefits

This workshop empowers you with the ability to

FOSTER CUSTOMER LOYALTY

Nurture customer relationships with efficient support
MAKE THE RIGHT CALL

Maintain professionalism while handling difficult customers
BOOST CUSTOMER RETENTION

Employ techniques to win over customers
SPEAK WITH FINESSE

Develop your own ‘on-the-phone’ voice

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

WHO SHOULD PARTICIPATE?

This workshop is especially beneficial for people who work in the customer service department and primarily communicate with customers over the phone.