CALL CENTRE & HELP DESK TRAINING - CUSTOMER FOCUS
AUDIENCE
This workshop is designed for everyone who have to speak with customers over the telephone – call centre agents, receptionists, telephone handlers and employees who use the telephone as part of their job.
ACHIEVABLES
By the end of this two day training program, each participant will be able to:
- State international Telephone standards
- Appreciate the communication difficulties and opportunities associated with using the telephone
- Define the cultural language implications of using the telephone in your particular organization
- Overcome barriers to poor communication through effective use of the telephone
- Follow key actions to ensure efficient handling of incoming telephone calls
- Achieve agreed standards of excellent in all internal and external calls (receiving and making)
- Meet and exceed customer expectations through efficient use of the telephone, including dealing with queries and complaints (for excellent internal and external customer service)
- Refer to a provided key card to remember key points of the training
OUTLINE
· Focus on customers – how the organization meets and exceeds customer expectations
· Overcoming barriers to effective communication
· The importance of communication in today's workplace
· The importance of internal customer service and personalizing calls
· International standards, including answering, putting callers on hold, transferring calls
· Globalisation, cultural and language implications
· Dealing with Arabic and non-Arabic speaking individuals
· Dealing effectively with difficult situations and being positive
· Making calls – ensuring an effective and efficient use of time
· The importance of messages
· Soothing a caller who's been misled
· Knowing when and how to interrupt your caller
· Building instant rapport with callers and keeping promises
· Listening and questioning skills
· 5 phrases callers should never hear
· Getting your voice right: tone, speed and volume