BUY COURSE NOW - online self directed

With our Contact Center Training workshop, participants will gain the knowledge to provide a great customer experience. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. Participants will develop skills on how to deal with difficult customers, build rapport, and improve listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

*This course pairs well with Telephone Etiquette to provide comprehensive training for those new to contact center and customer support

Course Objectives:

• How to get management involved in training
• Why peer training works
• Manners are important
• How to build rapport with callers
• How to deal with difficult customers

Course Outline:


Module One: It Starts at the Top

• Create an Open Culture

• Understand Goals

• Understand Agents’ Responsibilities

• Identify Education Opportunities

• Case Study

• Module One: Review Questions

Module Two: Peer Training

• Top Performing Employees

• Discuss Role with Company

• Critique Previously Recorded Calls

• Cross Training

• Case Study

• Module Two: Review Questions

Module Three: How to Build Rapport

• Smile in Your Voice

• Engage in Small Talk

• Listen, Acknowledge, and Empathize

• Be Yourself

• Case Study

• Module Three: Review Questions

Module Four: Learn to Listen

• Allow Customer to Talk

• Avoid Judgement

• Take Notes

• Recap the Call

• Case Study

• Module Four: Review Questions

Module Five: Manners Matter - Etiquette & Customer Service (I)

• Scripting

• Dead Air

• Tone & Inflection

• Saying it the Right Way

• Case Study

• Module Five: Review Questions

Module Six: Manners Matter - Etiquette & Customer Service (II)

• Reading Your Customers

• Transferring Calls

• Going the Extra Mile

• Limit Information

• Case Study

• Module Six: Review Questions

Module Seven: Handling Difficult Customers

• Keep Calm

• Listen and Repeat

• Avoid Placing Blame

• Solve the Problem

• Case Study

• Module Seven: Review Questions

Module Eight: Getting the Necessary Information

• Have a Checklist

• Linear Thinking

• Open-Ended Questions

• Close-Ended Questions

• Case Study

• Module Eight: Review Questions

Module Nine: Performance Evaluations

• Consistent Service

• Abandoned Calls

• Speed of the Answer

• Length of Call

• Case Study

• Module Nine: Review Questions

Module Ten: Training Doesn’t Stop

• Evaluate Progress

• Get Feedback on Training

• Kudos to Deserving Employees

• Have Monthly Meetings

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up