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
Module Four: Identifying and Addressing Customer Needs
- Understanding the Customer’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
- Measuring Your Customer Efforts
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Recovering from a Service Breakdown
- Establishing Customer Trust
Module Six: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly – Tone of Voice
- Effective Listening
- Tips and Tricks
Module Seven: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Module Eight: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats