The College of Call Center Excellence

On-Site Agent Training Course Curriculum 2 Day

group college seals

Introduction To Call Center Soft Skills:

Day 1 

 

  • Expectations
  • What is a Call Center?
  • Why Do They Call?
  • Caller Satisfaction
  • Why Do Customers Leave?
  • What The Customer Values!
  • Customer Service Professionalism
  • What Drives Our Actions?
  • Customer Service Overview
  • Customer Expects
  • How Important is Tone
  • How Meaning is Communicated
  • Voice Quality
  • Barriers to Listening
  • Communication Skills
  • Proper Phone Techniques
  • Create a Positive Telephone Image
  • Call Closing
  • Negative Phrases
  • Positive Phrases
  • Questions Types
  • Call Quality
  • Two-Way Communication
  • Barriers to Effective Communication
  • Techniques for Effective Listening
  • Putting Caller on Hold
  • Transferring the Caller
  • Closing Tie Downs
  • Professional Phrases
  • Handling Talkative Callers
<script type="text/javascript" language="javascript"><br /> var sf14gv = 20841;<br /> (function() {<br /> var sf14g = document.createElement('script'); sf14g.type = 'text/javascript'; sf14g.async = true;<br /> sf14g.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 't.sf14g.com/sf14g.js';<br /> var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(sf14g, s);<br /> })();<br /> </script> <script type="text/javascript"> var fesdpid = 'MuaP0SEHLR'; var fesdp_BaseURL = (("https:" == document.location.protocol) ? "https://fe.sitedataprocessing.com/fewv1/" : "http://fe.sitedataprocessing.com/fewv1/"); (function () { var va = document.createElement('script'); va.type = 'text/javascript'; va.async = true; va.src = fesdp_BaseURL + 'Scripts/fewliveasync.js'; var sv = document.getElementsByTagName('script')[0]; sv.parentNode.insertBefore(va, sv); })(); </script>

Complaint Handling

Day 2

 

Complaint Handling Basics

  • The cause of customer complaints
  • The benefits of handling complaints effectively
  • The learning value of complaints
  • Complaining customers can get angry
  • Summary and suggestions

Active Listening

  • The importance of listening
  • Passive versus active listening
  • Steps in active listening
  • Words to encourage the other person to do most of the talking

Anger Diffusion

  • Treating anger as an emotional state
  • Recognizing anger
  • Diffusing other people’s anger
  • How to apologize without admitting guilt
  • Transition from anger to diffusion

Objection Handling

  • Prerequisites to handling objections
  • Recognizing and objection
  • Handling objections
  • Moving to safer grounds
  • Summary and suggestions

Mediation

  • Prerequisites to mediation
  • Recognizing the parties
  • Define your role as a third-part solution broker
  • Mediation steps
  • Mediation results
  • Summary and suggestions

Negotiations

  • Prerequisites to negotiations
  • Steps in negotiating
  • Understanding bargaining chips
  • Negotiation styles
  • Negotiation results
  • Summary and results
Translate »