Who should attend? This Eight -day course is designed to give Customer Service Representatives (CSR) the core skills, confidence and practice to build customer relationships, create a positive image, recognize the customers' demands and behaviors then adapt strategies to meet those needs. Build and maintain loyalty through exceptional communication and customer servicing skills.

What you will learn?

Use customer care and communication skills to establish positive relationships, add value to every customer contact and care for the needs of every customer. Use tools and techniques to become the customer's advocate, provide appropriate product and service information, solve problems, reduce conflict and exceed client expectations. Use world-class telephone voice and etiquette and call handling skills to manage the call for maximum efficiency. Build, maintain and nurture loyalty through exceptional communication and customer servicing skills. This course is designed to also give CSRs the critical skills and practice to deal with difficult customers and situations to effectively satisfy client demands and retain your customer. We move from Customer service to Customer Delight.

1 st Day :

1 .Definition & meaning of a call / contact center

2. Importance of a Call Centre

3. Role in a Call Center

4. Activities and Call Center Operations

Method : Lecture & Experience sharing .

2 nd Day :

Desired Behavior

-Expressions & Exposure

-Organization information & structure

Method : Role Play & Group exercise

3 rd Day :

Interpersonal Skill Development

-Effective Communication

-Barriers in communication

-Active listening

Method : Lecture & Role Play .

4 th Day :

Dealings with complaints

-Tolerance test & information

-Tools to satisfy clients

Method : Lecture & Role play

5 th day :

Handling Difficult Situations & Telephone Techniques

1. Handling irate and emotional Callers using HEAT

Hear them out

Empathize

Apologize

Take responsibility

6 th day :

Pronunciation & Vocabulary Skill with practice

7 th Day :

Guideline to help clients

Courtesy &Closing

Method : Lecture & Exercise

8 th Day :

Exam and discussion