Say Yes!

Course overview:

This fun high energy call center customer excellence program combines the best in corporate training with the best in personal motivation. Throughout the program call center agents discover that it’s truly up to them to make a difference and that each call center agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skills set agents need to connect better with customers and provide an exceptional customer experience. Agents learn that by empathizing, taking ownership of customer’s issues, and using customer centric strategies to solve business challenges they will create customer loyalty and build customer centric bridges.

Course objectives:

By the end of this training course participants will be able to:

Explain how their role is instrumental in delivering a high performance customer focused environment.
List the attitudes, skills, and knowledge required to be a professional customer care representative.
Create stronger connections with customer and enhance their personal communication.
Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.

Target audience:

Call Centre, Telemarketing Professionals

Course outline:

Module 1: The Professional Call Center Agent Mind Set

First impressions – voice recording activity
Characteristics of high performing service providers
Logic and emotion when it comes to buying or continuing to use a product or service

Module 2: The Professional Call Center Agent Skill Set

Are you an expert?
Active listening
Use the power of questions
Use best practice telephone customer care techniques

Module 3: Know Your Caller’s Personality Style

Find out your personality style
The communication styles model
Dealing with different caller personalities

Course delivery methods:

Self-discovery and critique
Case Studies and facilitator led discussions
Practical exercises
Best practice theory exploration