12 Hours

English

This course will appeal to a wide range of audiences and is intended for customer service and call center representatives.

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

1.       The CSR--A Powerful Voice

• The CSR's Valuable Role
• First Impressions Count
• The Call Center Challenge
• The Quality Call

2.       Gaining the Professional Edge

• 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

3.       The All-Important Customer

• Recognizing the Customer's Style
• Tailoring Your Responses 
• Guidelines for Analytical and Assertive Customers
• Understanding Your Own Behavioral Style
• Eight Customer Needs

4.       Building Your Communication Skills

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

5.       Attitude--Your Most Important Asset

• Shaping Your Attitude
• Choosing a Positive Attitude
• The Impact of Stress on Your Attitude
• The Call Center Workload
• Avoiding Office Gossip and Drama

6.       A Plan for Self Improvement

• Three Steps to Self-Improvement
• Step 1: Take Stock of Your Skills
• Step 2: Define Your Objectives
• Step 3: Develop Your Action Plan