Call Center Customer Service Skills
Call Center Training
Training
Provided by Taylor Performance Solutions, Inc.
This program is custom designed to meet the following business goals:
*Exceed customer service expectations
*Reduce the number of supervisory transfer goals
*Develop professional consistency in leaving voicemails, responding to voicemails, writing email
*Develop a customer focused approach to putting customers on hold and transferring calls
*Increase opportunities for first point of contact resolution
*Exceed customer service expectations
*Reduce the number of supervisory transfer goals
*Develop professional consistency in leaving voicemails, responding to voicemails, writing email
*Develop a customer focused approach to putting customers on hold and transferring calls
*Increase opportunities for first point of contact resolution
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Call Center Customer Service Skills
Learning Objectives - By the end of the training, your customer service representatives should be able to:
o Assess their Customer Service Orientation
o Describe the importance of a Customer First Mentality
o Understand that exceeding customer service expectations benefits to them
o Anticipate, identify and exceed customer service expectations
o Experience role reversal by looking at the experience from the customers points of view in a variety of role playing experiences
o Identify different personality types and how to respond to their communication style
o Use effective open communication skills when responding to customer inquiries
o Handle difficult customer service situations without transferring the call to a supervisor
o Use effective problem solving techniques and think outside the box when responding to various inquiries
o Deliver bad news in a way that creates a positive experience for the customer
o Describe and use the rules for phone etiquette, voicemail etiquette and email professionalism.
o Create a 30 day action/commitment plan to personally improve the experience that a customer has with them.
o Assess their Customer Service Orientation
o Describe the importance of a Customer First Mentality
o Understand that exceeding customer service expectations benefits to them
o Anticipate, identify and exceed customer service expectations
o Experience role reversal by looking at the experience from the customers points of view in a variety of role playing experiences
o Identify different personality types and how to respond to their communication style
o Use effective open communication skills when responding to customer inquiries
o Handle difficult customer service situations without transferring the call to a supervisor
o Use effective problem solving techniques and think outside the box when responding to various inquiries
o Deliver bad news in a way that creates a positive experience for the customer
o Describe and use the rules for phone etiquette, voicemail etiquette and email professionalism.
o Create a 30 day action/commitment plan to personally improve the experience that a customer has with them.
About The Training Provider: Taylor Performance Solutions, Inc.
Taylor Performance Solutions, Inc. - Taylor Performance Solutions, Inc. custom designs training programs to support businesses and organizations with improving service, increasing sales, developing strong leaders and developing effective trainers. Our focus is to increase bottom line business results by focusing on the job skills of the employees and the leadership of the management team.
All products and services are tailored...
