Call Centre Skills – Duration 1 Day
Aim:
To ensure that call centre workers are presenting a positive, professional image of your company whilst also solidifying excellent customer relations, promoting sales and communicating effectively and efficiently.
Synopsis:
Communicating Effectively and Professionally
• Tone, emphasis, pace
• Listening skills
Customer Care
• Providing an outstanding service
• Identifying and meeting customers’ needs
• Building strong, mutually beneficial relations
Efficiency and Working to Target
• Setting and achieving goals
• Timing
Maintaining drive and motivation
• Listening
• Active listening
• Two way communication
Gathering Information
• Asking questions
• Probing techniques
• Research of customer
Handling difficult customers
• Remaining calm
• Tackling tricky situations
• Resolving issues
Sales
• Reaching the decision maker
• Building credibility and rapport
• Overcoming objections
• Securing Commitment
Objectives:
Delegates will be able to:
1. Understand and demonstrate effective communication skills
2. Understand and demonstrate a high standard of customer care, rapport building and describe a variety of techniques to handle difficult customers
3. Develop sales techniques and know the entire sales process from initial contact with customer to close of sale
Assessment & Certification:
Internal company assessment and certification
Duration
1 Day