Call Center Excellence for Customer Care Agents

Programme Overview 

This is a training that is critical to offering high-quality customer experience for your overall business. 

The training provides skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say and when, rapport building and stellar customer service.  

Course Objectives 

• Understand that “service” itself is an attitude. 

• Know the effect of verbal & non-verbal communication as it relates to tone, cadence, and pitch. 

• Generate effective questioning and listening skills − Know how to deliver bad news and say “no” 

• Apply effective ways of negotiating & closing sales deals. 

• Describe the benefits of taking each call to a successful conclusion through good communication. 

• Demonstrate the ability to delight your caller on the telephone. 

• Apply quality use of voice modulation, diction and accent. 

Content 

• Introduction and Course Overview 

• What’s missing in Telephone Communication? 

• Verbal and Non- Verbal Communication 

• Professional Attitude and Behavior 

• Inbound and Outbound Channel 

• The Art of Listening