OptimaTrain

Call Center Success

0 STUDENTS ENROLLED

    Description:
    The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

    With this course, 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.

    Duration: One day

    Table of Contents:

    Part 1: The CSR–A Powerful Voice
    The CSR’s Valuable Role
    First Impressions Count
    The Call Center Challenge
    The Quality Call

    Part 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

    Part 3: The All-Important Customer
    Recognizing the Customer’s Style
    Tailoring Your Responses
    Guidelines for Analytical and Assertive Customers
    Understanding Your Own Behavioral Style
    Eight Customer Needs

    Part 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

    Part 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

    Part 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

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