Telephone Service Excellence –2 Days Training | Surrey, BC
About this Event
Group Discounts:
- Save 10% when registering 3 or more participants
- Save 15% when registering 10 or more participants
About This Course
Duration: 2 Days (9:00 AM – 5:00 PM)
Delivery Mode: Classroom / In-Person Workshop
Language: English
Credits: 16 PDUs / Training Hours
Certification: Course Completion Certificate Provided
Refreshments: Lunch, tea/coffee, and snacks included
Course Overview
This fun high energy two-day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program 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 program focuses not only on the people but also on the skill set agents need to connect better with customers and provide an exceptional customer experience through empathy and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.
Learning Objectives
After completing this course, delegates will be able to:
- 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 their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
Target Audience
Anybody who is looking to enhance their skills to provide the highest quality support to customers, including Call Center Customer Service Representatives and Agents.
Why choose this course?
This two-day workshop combines the best in corporate training with the best in personal motivation, helping agents understand that they are directly responsible for the success of the business. It focuses on empathy, taking ownership of customer issues, customer centric strategies, and building strong connections to deliver an exceptional customer experience while promoting customer loyalty.
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Want to train your entire team together?
This two-day workshop can be delivered in a Classroom or Virtual format and is suitable for teams looking to enhance customer service excellence and professional call center skills together.
📧 Contact us today to schedule a customized in-house, face-to-face session at
Agenda
Module One: Introduction
Info: • Ice breaking activity
• The Perfect Call Center Agent
• Attitude, Skills and Knowledge
• The Professional Call Center Agent Skills set, Mindset and Customer Knowledge
Module Two: The Professional Call Center Agent MindSet
Info: • 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
Module Three: The Professional Call Center Agent Skill Set
Info: • Are You an Expert?
• Active Listening
• Use the Power of Questions
• Use Best Practice Telephone Customer Care Techniques
Module Four: Know Your Caller’s Personality Style
Info: • Find out your personality style
• The communication styles model
• Dealing with different caller personalities
Where is it happening?
Event Location & Nearby Stays:
CAD 1210.17 to CAD 1551.72
