Overview

This training course is designed to give call center and help desk professionals the core skills, competencies, confidence and practice to build customer relationships, create a positive business image, recognize customers' demands, and adapt strategies to meet those needs through use of world-class customer care and call handling techniques.

Participants will learn to:

• Use customer care and communication skills to establish positive relationships
• Add value to every customer contact
• Care for the needs of every customer
• Use techniques to become the customer's advocate
• Provide appropriate product and service information
• Solve problems, reduce conflict and exceed client expectations
• Use a world-class telephone voice, etiquette, and call handling skills to manage calls  and achieve maximum efficiency
• Build and maintain loyalty through exceptional communication and customer servicing skills

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice, and the situational application of skills. Students are totally involved in the learning process. Students practice each skill as it is learned, and must demonstrate skills and mastery through end-of-module and end-of-course role-play sessions.

Participants will:

• Explore the personal paradigms, attitudes and motivators that drive behavior, and learn how to become a client advocate.
• Learn to assess customers' preferred communications style
• Practice focusing on the "total message" with effective listening, responses and pacing skills
• Apply newly-learned skills to maintain control, quality, efficiency, and professionalism through powerful questioning techniques

Look at this agenda!

Commitment to Customers

• Uncover Customer Expectations
• Explore Your Paradigms Towards Negative Customers and Situations

Your Customer Care Attitude and Professionalism

• Examine Habits Used With Customers
• Plan to Change Habits to Meet Customer Needs
• Become your Customer's Advocate

Recognizing Behavior Styles

• Identify Communications Styles
• Recognize Verbal Clues
• Adapt and Modify Your Style

The Message Your V.O.I.C.E. Conveys

• Send V.I.P. Messages
• Avoid Emotional Triggers - Reduce Conflict
• Recognize the "Power of Positives"

Listening Skills

• Identify Levels of Listening
• Uncover Barriers to Listening
• Practice Active - Focused Listening

Using Empathy

• Discover How "Zero" Phraseology Escalates Customer Frustration
• Practice "Hero" Responses - Words and Phrases to Build Rapport
• Discover Your Most Commonly Used Response Style and How to Change It in Unique Situations

Communicating With Questions

• Use Effective Transition Statements
• Uncover the Appropriate Use of Open vs. Closed Questions
• Practice Using Facts, Feelings and Clarifying Questions When the Situation is Sensitive

Responding and Recommending Solutions

• Uncover and Practice the Four Step Solution Process

Ending the Call With Agreement

• Know Your Client is Satisfied- Gain Agreement
• Position for the Future
• Brand the Call and Invite the Customer Back

Workshop Schedule

The Customer Care and Call Handling Skills workshop is a two-day, non-customized training program. However, for those with a limited schedule, a one-day condensed version of the workshop can be delivered. The workshop can be delivered on weekdays and Saturday.

Instructors For This Course

Our staff of Master Trainers each has call center management and training delivery experience. They are certified at “Master Trainer” level for delivery for this course. Our instructors are located throughout the USA and Canada.

So that case studies and examples used in class can be presented in terms that are familiar to the attendees, our instructor will call in advance of the seminar to discuss your specific organization, product or service, range of customers and experiences, and any special issues that need extra focus.

Onsite Location Requirements

The customer must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

• Four easels with paper and markers
• A whiteboard and markers

Pricing

The cost of the two-day workshop is $5,000, for up to fifteen participants, and includes the course materials, instructor's services, shipping costs, and instructor travel expenses to locations within the continental USA.

The cost of the one-day condensed workshop is $3,000, for up to fifteen participants, and includes the course materials, instructor's services, shipping costs, and instructor travel expenses to locations within the continental USA.

Seminar fees must be paid at least three weeks in advance to reserve a training date and instructor.

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

Ready to Schedule?

We've made scheduling this training program for your organization easier than ever. Simply fill out the online training request form. We will let you know which of your preferred training dates are available for scheduling, and send you our invoice. On receipt of your payment, your selected training date, and an instructor, will be reserved.

This course no longer offered.  Replaced by:

Contact Center Professional Certification
For more information,

Cancellation Policy.  Onsite training seminars may be cancelled up to twenty-one days in advance of the scheduled date for a full refund less administrative fees of $1,500.  Registrants canceling within twenty-one days of the seminar will receive credit, less administrative fees of $1,500, toward any other Resource Center seminars, public or private.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

Refunds.  If for any reason you are unsatisfied with the training, please notify the instructor at the end of the first day.  If you decide to cancel the remainder of the training program, all fees paid in excess of the published one-day training fee (plus any travel surcharges) will be refunded.  Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

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