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Call Center for Success Workshop
With this workshop, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.
hours
12
language
English
Summary
With this workshop, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.
Target Audience
This course will appeal to a wide range of audiences and is intended for customer service and call center representatives.
Skills Gained
Upon completion of workshop participants will be able to:
- Win the first impression
- Handle Call center challenges
- Master Professionalism
- Deal with Customers
- Enhance their communication skills
- Shape their attitude
Topics Covered
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- The CSR's Valuable Role
- First Impressions Count
- The Call Center Challenge
- The Quality Call
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- Six Elements of Professionalism
- Element 1: Manage the Customer Call
- Element 2: Know Your Products and Services
- Element 3: Be a Team Player
- Element 4: Remain Customer Focused\
- Element 5: Take Responsibility
- Element 6: Make a Commitment
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- Recognizing the Customer's Style
- Tailoring Your Responses
- Guidelines for Analytical and Assertive Customers
- Understanding Your Own Behavioral Style
- Eight Customer Needs
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- Ten Essential Communication Skills
- Skill 1: Listening Effectively
- Skill 2: Extending Common Courtesy
- Skill 3: Avoiding Statements That Give the Wrong Impression
- Skill 4: Using the Customer's Language
- Skill 5: Gathering Customer Information
- Skill 6: Satisfying the Angry Customer
- Skill 7: Managing Technology
- Skill 8: Writing Effective Email
- Skill 9: Mental Scripting
- Skill 10: Closing the Conversation
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- Shaping Your Attitude
- Choosing a Positive Attitude
- The Impact of Stress on Your Attitude
- The Call Center Workload
- Avoiding Office Gossip and Drama
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- Three Steps to Self-Improvement
- Step 1: Take Stock of Your Skills
- Step 2: Define Your Objectives
- Step 3: Develop Your Action Plan
minimize course outline
The requested schedule is currently not available. Leave your contact details to send you schedule updates.