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Provided by: Serebra Learning Corporation Call Center: Inbound Customer ServiceCall Center Training |
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In Call Center: Inbound Customer Service you will identify what challenges come from the situation the caller and the environment. You will learn what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs.
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Training
Provided by Serebra Learning Corporation
- asked: i would like to know about the nearest i-fundi campus. I live in Pretoria, Sunnyside and i would like to attend the call center course here in Pretoria. from Sabelo
- A asked: hi! wht's the price for it ? Thanks
- I asked: Generic Information
- A asked: Was interested in this program. We are trying to have an inhouse training manual for us.
- C asked: could i please get a billing quote for this product
- P asked: HI, I'M AN AGENT IN AN INBOUND CC // ITS CUSTOMER CARE // WE MOSTLY DEAL WITH ANGRY AND VERY IRATE CUSTOMERS // PLZ CONTACT ME ASAP //
- P asked: HI, I'M AN AGENT IN AN INBOUND CC // ITS CUSTOMER CARE // WE MOSTLY DEAL WITH ANGRY AND VERY IRATE CUSTOMERS // PLZ CONTACT ME ASAP //
- P asked: HI, I'M AN AGENT IN AN INBOUND CC // ITS CUSTOMER CARE // WE MOSTLY DEAL WITH ANGRY AND VERY IRATE CUSTOMERS // PLZ CONTACT ME ASAP //
- M asked: I like to take training from overseas. please mail me your all course for call center and detail course outlines with price
- M asked: Dear Sir / Madam, Carizma is a consulting, solutions, training and outsourcing service provider in Relationship Innovation, covering three related Domains: Relationship Management ( XRM ), Contact Centres and Business Process Outsourcing ( BPO ). An affiliate of Atlas Advisory (a regional professional services firm). In the Business Process Outsourcing domain, we continue to build a network of contact centres in the MENA region to service our clients on an outsourced basis in the following areas: telemarketing, inbound servicing, data cleansing, telephone surveys, and customer profiling. Our network consists of centres in the following locations: Dubai, Kuwait, Egypt, and Morocco. Upcoming centres are planned for Saudi Arabia, Qatar, Levant, and other countries. We also assist service-focused companies create and maintain high performing and efficient service centres, be it contact centres or branch face-to-face centres. We provide specialized Bi-Lingual (Arabic or English) Education and Learning Services customized to the needs of our clients. We also assist clients in improving the hiring and retention processes, and the organization structure in the service divisions. We lately, interested in certifying Call center & Customer service personnel can you please provide me with more information related to this topic "Cerifying Call center & Customer Service Employees". Thanks & Best Regards waiting for your promptly reply; senior Training & Development Consultant Knowledge Village PO Box Dubai, United Arab Emirates Mob: + Mob: + Mob: + Mob: + Off: + Fax: + (login required)
- S asked: sir, with refrence to the browsing i went thru ur site well i would like to seek assistance with ur goodselves company is there any chance to getting trained by ur organisation thru net in mt/bpo(inbound/outsourcing) and do the jobwork for ur estmeed organisation,if there is any chance pls let me know with regards Note: I do have computer with net contivity - i would like to make use of it and do some money and grow with ur goodselves
- J asked: What is the price of this class? Is it a CBT, and what is the return policy for this product
- M asked: I m interested online certification in customer services send me requirements.
- S asked: i currently work in a call center and im wanting to better my skills.
- G asked: Can I order this course now and download the probgram from your web site?
- T asked: Please send me detailed information about the training process, which delivery and most importantly the cost.
Call Center: Inbound Customer Service
Audience
This course is for employees who provide customer service in a credit card center.
Objective
- Understand your role as a representative of your company.
- Maintain a positive attitude when providing service.
- Open and close a customer service telephone call properly.
- Solve a customer's problem.
- Handle a situation with an angry caller.
Unit 1: Background Information
- Recognize the importance of call center service.
- Understand your role as a representative of your company.
- Know the benefits of satisfying customers.
- Identify the guidelines you should follow to provide excellent service.
- Simulation Overview:
- Each of the simulations allows you practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained you control the outcome of each simulation.
Unit 2: Opening the Call
- Maintain a positive attitude when providing service.
- Use your voice to convey effective customer service.
- Emphasize the positive to your customers.
- Identify different types of customers.
- Open a customer service telephone call properly.
- Simulation Overview:
- In this simulation you are a Customer Service Representative answering incoming customer calls. You will be working in the credit card application department serving several customers with various needs. The diverse situations will require you to use your skills and leave each caller with a positive impression of your company.
Unit 3: Satisfying Customers' Needs
- Understand the QLC process.
- Ask your customers appropriate questions.
- Listen effectively to customers.
- Confirm a customer's request.
- Take action to fulfill a customer's request.
- Simulation Overview:
- In this simulation you are a Customer Service Representative handling callers who have various needs. You must answer questions and take action in order to meet their needs. Each situation requires you to have a positive attitude and build good relationships with your customers.
Unit 4: Closing the Call
- Identify the sources of challenges you will face.
- Solve a customer's problem.
- Recognize angry callers' needs.
- Handle a situation with an angry caller effectively.
- Close a customer service telephone call successfully.
- Simulation Overview:
- In this simulation you are a Customer Service Representative handling several callers who have problems. You will need to identify each customer's problem recognize their specific needs and develop a solution. Each situation will require you to make use of company policy in order to solve the problem.
4
Minimum RequirementsThe CDROM version of this course requires:
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
- At least a double speed CDROM drive.
- An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM and 22MB available hard disk space or file server space.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
