Rationale:
Contact Centres are a growth industry here in New Zealand, and indeed around the world.
Your ability to relate to your customers, both internal and external is directly tied to
your ability to move forward in these organisations, and succeed in ways that were never
dreamed of even 5 years ago. With the ideas generated on this course, and tools that you
already have, success is near at hand for you.
One of the key ingredients for success in a competitive Contact Centre environment is
the ability to provide great internal and external customer service. Customer service is
at the heart of growth and potential of every organisation. The extent to which customers
choose to use your products and services is directly related to the level of satisfaction
they experience and service they receive.
This course is specifically designed to ensure that all those who deal with customers
in a Contact Centre environment have the skills to provide the solutions your customers
want and need in a way that exceeds the organisational KPI’s which have been established.
Who Will Benefit?
People who are involved in direct customer interaction. For example everyone from Customer
Services Representatives, through to Team Leaders and Direct Managers who take escalated
calls.
What are the Key Learning Outcomes?
During this course participants will gain an understanding of customer service and why
it is important for the success of any organisation. It covers the appropriate attitude
and disciplines required. Participants will learn how to implement competencies needed
for effective customer service that exceeds the expectations of customers.
What is the Duration?
In-house: We tailor to your needs whether it be a 2 hour presentation, half or full day training or a long term program – it’s your choice.
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Module 1:
The Understanding
This module is designed to establish a clear understanding of how the role of the Customer Service Officer has changed, and what it now means to be in the Contact Centre Industry. It looks at the individual, and empowers them to be actively engaged in what they do.
_What is Customer Service?
_How do you prepare for a call?
_Concepts of Awareness and Expectation
_How important is your role?
_Internal and External Customer Service
_How does your attitude impact on a call?
_Who is responsible for what?
_Essential Qualities - _Communication styles
Module 2:
Anxious Customers
This module looks at the impact in the individual when a caller is anxious. It gives tools and resources to allow the Contact Centre Officer to successfully negotiate their way through an anxious customer, to get to what the customer needs without losing focus.
_Crisis management for different communication styles
_Anxiety and its consequences
_Handling Customers from different backgrounds
Module 3:
Challenging Customers
This module looks at how customers interact and how they challenge us to move forward. It goes deeper into conflict management with an outcome orientated basis. With the tools from this module an individual can feel empowered to deal with some of the more challenging customers that face them, and come out intact.
_Handling Customer Expectations
_Listening Skills
_Language and its effects
_Conflict Management
Module 4:
Putting it all together
This brings together all the key learning points and discussion topics from the day, and puts them all into perspective. It shows that with the effective use of the skills learned it is possible to exceed customer expectations and not only empower, but also engage the team
_How to say “No”
_Mirror Mirror on the wall
_Skills Application |
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