Call Centre Management & Customer Service

Administration, Secretarial and Customer Service

Course Overview

A productive, professional Call Centre is the heart of any operation and business. Call centre employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organisation.

Call centre training will allow the employee to enter their work area with confidence that they are equipped to provide exceptional customer service, answer questions, deal with difficult or angry customers and communicate effectively.

In this course we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected by the person interacting with the customer and we bring it all back to learn how to behave professionally in any situation. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.

Course Objectives

  • Define customer service and break it down to its most basic dimensions
  • Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service
  • Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Discuss and practice the techniques of effective communication skills with customers
  • Explain the importance of superior customer service in any situation and in any environment
  • Use tried and true communication techniques to maximize their overall effectiveness
  • Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
  • Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
  • Apply practical methods to turn upset customers around, win their thanks and gain their respect

Course Outline

Module One: Getting Started

  • Workshop Objectives. 5
  • Pre-Assignment Review.. 6

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying.
  • Case Study
  • Module Two: Review Questions

Module Three: The Basics (II)

  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Module Three: Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Case Study
  • Module Four: Review Questions

Module Five:  Tools

  • Self-Assessments.
  • Utilizing Sales Scripts.
  • Making the Script Your Own. 
  • The Sales Dashboard. 
  • Case Study. 
  • Module Five: Review Questions. 

Module Six: Speaking Like a Star. 

  • S= Situation. 
  • T= Task. 
  • A= Action. 
  • R=Result. 
  • Case Study. 
  • Module Six: Review Questions. 

Module Seven: Types of Questions. 

  • Open Questions. 
  • Closed Questions. 
  • Ignorant Redirection. 
  • Positive Redirection. 
  • Negative Redirection. 
  • Multiple Choice Redirection. 
  • Case Study. 
  • Module Seven: Review Questions. 

Module Eight:  Benchmarking.

  • Benchmark Metrics. 
  • Performance Breakdown. 
  • Implementing Improvements. 
  • Benefits. 
  • Case Study. 
  • Module Eight: Review Questions. 

Module Nine:  Goal Setting. 45

  • The Importance of Goals. 
  • SMART Goals. 
  • Staying Committed. 
  • Motivation. 
  • Overcoming Limitations. 
  • Case Study. 
  • Module Nine: Review Questions. 

Module Ten:  Key Steps. 

  • Six Success Factors. 
  • Staying Customer Focused. 
  • The Art of Telephone Persuasion. 
  • Telephone Selling Techniques. 
  • Case Study. 
  • Module Ten: Review Questions. 

Module Eleven: Closing. 

  • Knowing when it's Time to Close. 
  • Closing Techniques. 
  • Maintaining the Relationship. 
  • After the Sale. 
  • Case Study. 
  • Module Eleven: Review Questions. 

Module Twelve: Wrapping Up. 

  • Words from the Wise.
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