CALL CENTER CUSTOMER SERVICE TRAINING COURSE
- Learn industry recommended call center customer service procedures and best practices.
- Receive training from customer service professional with 30+ years of experience.
- Four ways to learn: public class, webinar, self-study, or on-site training.
- Public class and webinar limited to four students for maximum learning.
- Certificate issued on completion.
- Cost: Two-day class $1,525.00.
- Available discounts and grants.
What Will I Learn in the Call Center Customer Service Training Course?
In the Call Center Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those needing services to ensure they have an easy and enjoyable experience. You will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of using the telephone to provide a service to customers…customer satisfaction. Your attitudes and manners are as necessary to the customer as the service processes.
In addition to best practices, you will learn how to be courteous and pleasant to customers and effectively communicate to determine people’s concerns and answer questions clearly and efficiently. Customer service is an important part of the promise your business makes to its customers and critical to its success.
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Call Center Customer Service Training Course Outline
Module One: Who We Are and What We Do
- Who Are Customers?
- What Is Customer Service?
- Who Are Customer Service Providers?
Module Two: Establishing Your Attitude
- Be In the Know
- Behavior that Turns-Off Customers
- What Can You Do Right Away To Improve Customer Service?
- Applying What You Have Learned
Module Three: Communication Skills
- Excellent Service through Effective Communication
- Listening Skills
- Verbal Communication Skills
- Non-verbal Communication Skills
Call Center Customer Service Training Public Class and Webinar Schedule
- Monday and Tuesday, February 12 – 13, 2024
- Monday and Tuesday, March 4 – 5, 2024 Full
- Monday and Tuesday, April 1 – 2, 2024
- Monday and Tuesday, May 6 – 7, 2024 Full
- Monday and Tuesday, June 3 -4, 2024
Scheduled dates don’t work for you? Schedule your own start date (subject to availability). Contact customer service to check date availability at info@academyofbusiness
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Customer service plays an important role in an organization’s ability to generate income and should be included in an overall system improvement approach. Customer service concerns the priority an organization assigns to customer service relative to product innovation and pricing components. Remember: One good customer service experience can change the entire perception of the organization.
It is safe to say, most call centers you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait. How can you expect to provide customer service that wows your customers if you do not train to do so?
Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than to keep an existing one. A typical dissatisfied customer will tell eight to ten people about their problem. Seven of ten customers will do business with you again…if you resolve the complaint in their favor. If you resolve a complaint, 95% of customers will do business again. Of those customers who quit, 68% do so because of an indifferent attitude by the company or a specific individual.
Service over the phone is a consumer-focused service like other service industries from the customer’s perspective. Working professionals will learn how to optimize customers’ experiences just as business operators in retail stores and banks, colleges, and universities, and the travel industry do for their customers.
Who We Are and What We Do
In Module One, you will learn to identify your customers, what customer service is, and who are customer service providers.
Establishing Your Attitude
In Module Two, you will learn how to become knowledgeable about your customers, the kinds of behavior that turns-off customers, what you can do right away to improve customer service, and how to apply what you have learned.
In Module Three, you will learn how to provide excellent service through effective communication, listening, verbal and non-verbal communication skills.
Identifying and Addressing Customer Needs
In Module Four, you will learn how to understand the customer’s situation, stay outside the box, meet basic customer needs, go the extra mile, and measure your customer service efforts.
Generating Return Business
In Module Five, you will learn how to follow up, address complaints, recover from a service breakdown, and establish customer trust.
Giving Customer Service over the Phone
In Module Six, you will learn the advantages and disadvantages of phone communication, phone etiquette, building rapport with the customer, speaking clearly and your tone of voice, effective listening, and tips and tricks for effective phone communication.
Recovering Difficult Customers
In Module Seven, you will learn how to de-escalate anger, establish common ground, set your limits, and manage your emotions.
Understanding When to Escalate
In Module Eight, you will learn how to deal with vulgarity, cope with insults, and deal with legal and physical threats.