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Customer Care For Call Center Staff


Deliver outstanding customer service with internal and external customers

Event Navigation

  • « Strategic Leadership
  • The Art Of Outsourcing »

Overview

The program will allow participants to take an objective step back so they can reflect on their own attitudes and the practicalities of delivering outstanding customer care within a call center environment and at the same time, learn how to increase customer loyalty and retention. The course will enable delegates to trade in some of their old skills for new and at the same time, re-affirm and share those best practices with their peers, that support an ‘exceeding expectations’ culture. Participants will leave the program with a much better understanding of how practically deliver customer service excellence over the phone.

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Details

Start:
February 16, 2019 @ 8:30 am
End:
February 20, 2027 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizers

Michael Ode
Christopher Michael Gale
  • Primary objective and benefits

    This workshop will help participants to:
    1. Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
    2. Learn aspects of verbal communication such as tone, cadence, and pitch.
    3. Understand the importance of customers.
    4. Demonstrate an understanding of questioning and listening skills.
    5. Acquire comfort with delivering bad news and saying no.
    6. Learn effective ways to negotiate.
    7. Understand the importance of creating and delivering meaningful messages.
    8. Use tools to facilitate communication.
    9. Realize the value of personalizing interactions and developing relationships.
    10. Use personalized techniques for managing stress.

Program Contents

  • Module 1 -
    Behavior Breeds Behavior
    • Passive, Aggressive, Assertive types
    • The 3 key elements of communication
    • Impact your personal communications have
    • ‘Transactional Analysis’ Model in practice
    • Comfort/Stretch/Pain Zone Behaviors
    • Define you current company culture
    • Personal development in relation to call handling
  • Module 2 -
    Recognizing & Managing Customer Behaviors & Expectations
    • Perception Filters translate over the phone
    • Impact expectations positively over phone
    • Introduction to ‘Signposting’ technique
    • Pre-empting customer requirements
    • Use active questioning, listening techniques
    • How to empathize with, not patronize your customers
  • Module 3 -
    Dealing With Difficult Customers
    • Understand why customers may complain
    • Dealing with objections and conflicts
    • Constructive influencing, negotiation skills
    • Managing difficult customer behaviors
    • Assertive, passive, aggressive customer call handling
  • Module 4 -
    Taking Ownership & Accountability With Confidence
    • Taking full ownership for each interaction
    • Introduction to the ‘OWNIT’ process
    • Customer Control to prevent escalations
    • How to say “no” assertively
    • Self-management - manage emotions
    • Adapt to changing circumstances
    • Practical solutions to issues and problems
  • Module 5 -
    Improving Customer Experience Through Collaborative Team Working
    • Understand individual team roles
    • Benefit your customer call interactions
    • Team dynamics & their impact on customer service in a call center environment
    • How customer issues can be tackled better
    • Seeking and sharing best practice
  • Module 6 -
    Customer Service Excellence
    • Rapport building with customers
    • An introduction to the ‘Trust Ladder’
    • Create a “customer delight” experience
    • Appreciative Enquiry Technique
    • Celebrating your Successes

Related Training Programs

  • Time & Self-Management

  • Effective Client Relationship Management

  • Social Media Communication & Engagement

Event Navigation

  • « Strategic Leadership
  • The Art Of Outsourcing »

Download Brochure

Training Program Quick Facts

ID: CS10E
Duration: 3 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

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Request for Proposal

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Team Power International wishes you and your beloved ones a very happy, healthy, and prosperous 2021!

💡Global Innovation Academy - Arabic Certified Design Thinking Professional Training

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The #covid19 global pandemic has created an unprecedented situation that affected every aspect of our lives. On behalf of GIA and Team Power International, we wish you and your beloved ones to stay safe and well. #innovation #leadership #opportunities #foresight #teampowerint

In time of crisis, Innovators focus on turning challenges into opportunities . . . What are the opportunities in your industry or profession right now? #innovation #leadership #covid19 #crisis #oppotunities #future #foresight #strategy #changeleadership #thefuture #teampowerint

Strategy in Action... active participation of Strategic Planning and Balanced Scorecard professionals in the recent GIA-CSSP #training hosted by Team Power International 15-19 Dec. 2019 in #Dubai #Strategy #BSC #teampowerint #consulting #UAE #KSA #India http://bit.ly/2ZOHRJT

Innovators in Action... wonderful team of participants in the GIA Certified Innovation Masterclass hosted by Team Power International 8-12 Dec. 2019 in #Dubai#Innovation #training #teampowerint #Innovationframework #Innovationawards #futureforesight #consulting #solutions #transformation #UAE #saudiarabia #bahrain #kuwait #oman #jordan #egjypt #lebanon

Successful completion of the interactive GIA Certified #Innovation Masterclass training in Dubai. An enjoyable learning experience with the wonderful team of Innovators from Abu Dhabi, Dubai, Ajman and Bahrain.

30% OFF: GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai - View program details online: http://bit.ly/2MESIA5Register and reserve your seat online: http://bit.ly/30VYbHY

30% OFF: GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai - View program details online: http://bit.ly/2MESIA5Register and reserve your seat online: http://bit.ly/30VYbHY

Interactive GIA Certified Innovation Masterclass Arabic inhouse training starting today in GDRFA Innovation center

GIA Certified Innovation Masterclass GIA-CIM® Training 8-11 Dec 2019 Dubai UAE. View program details: http://bit.ly/2MESIA5 book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai UAE. View program details: http://bit.ly/2owvt3k book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

Another successful interactive Certified Innovation Masterclass session completed last week. Our special thanks to the trainer and DED active participants.

Activate members during last week #innovation training sessions

Team Power International GIA-CIP workshop

Our wonderful team of Innovation practitioners from UAE, Oman, and Jordan at GIA Certified Innovation Practitioner Training in Dubai

Great participation by sports professionals

Dr. Kasim Kanakri presentation on importance of sports #strategy and #professional #training to #football clubs and professionals

‏إطلاق جائزة ⁧‫#الامارات‬⁩ للابتكار من قبل مجموعة دبي للجودة ‏⁦‪bit.ly/UAE_Innovate‬⁩ ‏⁦‪#UAE_Innovate‬⁩

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