About This Course
A contact center is often the first point of interaction between a business and its customers, making it critical to deliver exceptional service. This workshop is designed to enhance the skills of contact center agents, focusing on customer service, technical support, and effective communication. By training staff to handle diverse customer needs with professionalism and confidence, businesses can ensure a positive customer experience that retains loyal clients and attracts new ones. Participants will learn strategies for rapport-building, handling difficult interactions, and fostering a supportive team environment.
Course Objectives
- Understand the importance of involving management in training for better results.
- Learn how peer training enhances learning and performance.
- Recognize the critical role of manners and professionalism in contact center interactions.
- Apply techniques for building rapport with callers to foster trust and satisfaction.
- Develop effective strategies for managing and resolving conflicts with difficult customers.
Audience
This course is suitable for:
- Contact center agents seeking to enhance their customer service skills.
- Supervisors and team leaders aiming to foster better communication and performance within their teams.
- Businesses looking to improve customer retention through superior service.
Prerequisites
There are no prerequisites for this course. It is open to all participants regardless of prior experience.
Course Outline
- It Starts at the Top
- Peer Training
- How to Build Rapport
- Learn to Listen
- Manners Matter – Etiquette & Customer Service (I)
- Manners Matter – Etiquette & Customer Service (II)
- Handling Difficult Customers
- Getting the Necessary Information
- Performance Evaluations
- Training Doesn’t Stop
