PROGRAM :Customer Service For Call Centre

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INTRODUCTION

The CSR (Customer Service Reps) is the voice of the organisation. As the customer's primary contact the CSR projects the company's image and plays a critical role in building customer relationships. To carry out this demanding assignment, a CSR has multiple responsibilities. A successful rep. must be able to handle a high volume of calls, respond quickly and accurately to customer's needs, and present a high level of professionalism at all times. This program aims at equipping CSRs with just those levels.

METHODOLOGY

Experiential activities, lectures, role-plays, presentation and group discussion

WHO SHOULD ATTEND?

Customer Service  & Telemarketers.

COURSE CONTENT

PART 1: THE CSR-A POWERFUL VOICE

The CSR’s Valuable Role
First Impressions Count
The Call Centre Challenge
The Quality Call

PART 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

PART 3: THE ALL-IMPORTANT CUSTOMER

Recognizing The Customer’s Style
Tailoring Your Responses
Guidelines For Analytical And Assertive Customers
Understanding Your Own Behavioural Style
Eight Customer Needs

PART 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
Skill4 : 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

PART 5: ATTITUDE-YOUR MOST IMPORTANT ASSET

Shaping Your Attitude
Choosing A Positive Attitude
The Impact Of Stress On Your Attitude
The Call Centre Workload
Avoiding Office Gossip And Drama

PART 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

PART 7: SERVICE LEVEL OBJECTIVES

What Is Service Level Objective
Identifying SLs.

PART 8: FIRST CALL RESELOTIONS

The Model
What CSR Needs, To Make It Happen
Benefits Of FCR
How To Achieve FCR
Value Creation In Call Centres

PART 9: INTRO TO SUCCESSFUL SELLING

First Person To Us
Second Person To Us
Basic Calling Steps
Responding Positively To Objections
Cross Selling

PART 10: TELESALES SKILLS
Incoming Calls
Outgoing Calls
Order Taking
Prospecting
Customer Service

COURSE TRAINER

Ms Maria Rufina (Maria), has been committed to the arena of training and consultancy for the past nine years.

Her specialty in training is in navigating the course of her training materials right down to the implementation stage. “Strategies that work, solutions that matter, results that last” make up key words which define Maria’s dedication into her scope of work which concentrates her efforts into identifying and implementing effective solutions for organizations.

Her services in Performance Management ranges from training on Performance Appraisal & Performance Management for companies such as Goodway Rubber Industries, Murata Electronics, & Pembinaan Kekal Mewah, Sabah. Apart from training, Maria had also assisted several companies in the development of Performance Management System, Appraisals and Competencies.

COURSE FEES

In-House Course Fee : Call 6016-216 1383 (Mr. Jimmy Ong) or
Fill in Inhouse Request Form		 Inhouse Course Request Form
Public Course fee: To Be Advised Public Course Registration
Date/s : TBA (2 Days Program)  
Time   : 9am – 5 pm daily  
Venue : In House/Hotel/TNI Centre