Workshop Purpose: To provide participants with the knowledge and skills for best practice in a Contact Centre, to enable them to handle all customers interactions in a consistently professional manner from point of contact to resolution.
Modules Covered: On completion of this workshop participants will be able to:
Identify customer needs in a contact centre.
Provide information and respond to customer needs.
Demonstrate an understanding of customer expectations.
Demonstrate the effective use of both verbal and non-verbal communication in a business environment.
Communicate over the telephone in a positive and helpful manner, to ensure a quality service is provided to customers at all times.
Use telephone etiquette consistent with company standards.
Control calls in an efficient, calm and helpful manner.
Apply appropriate listening, empathy and questioning skills to determine customers’ needs.
Provide professional service in a consistent, quality driven manner.
Methodology: Experiential: Activities, work related exercises and role plays to ensure transfer from workshop to workplace.