Overview

Call centre personnel are at the core of great customer experience delivery. The evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing call centre operations dramatically. A good Call Centre is as good as its personnel and good personnel should be able to craft every dialogue for a more natural customer interaction.

The program is designed to develop the skills of personnel with tools necessary to make real and lasting customer impact and enhance the bottom-line performance. It will provide the Call Centre personnel with the right mindset, support and techniques to maximize every customer interaction while focusing on providing a positive customer experience.

Areas Covered

• Strategic and operational role of the Call Centre to the business model
• Call Centre agents – the frontline for customer support experience
• Why customers really choose your organization and not competitors.
• The VOICE of the organization customers want to deal with
• Understanding the customers’ real needs and managing them
• Service, customer service, customer service excellence and customer experience
• Professional telephone skills that drive positive experience
• Customer communication: maximizing customer interaction to build value
• Understanding customer conditions: comfortable, indecisive, demanding and angry customers
• Staying calm under pressure: developing high levels of emotional intelligence