Description
Customers want a well-educated agent when they contact a business and want reassurance that the person answering their questions knows what they are talking about. Training staff and providing information that is needed to effectively assist customers is paramount to any successful business operation.
The Contact Centre Training course teaches how to provide a great customer experience by developing skills on how to deal with difficult costumers, build rapport, and how to have great listening skills. It focuses on increasing overall customer satisfaction throughout an organization.
Topics Include:
- It Starts at the Top
- Peer Training
- How to Build Rapport
- Learning to Listen
- Manners Matter - Etiquette & Customer Service
- Handling Difficult Customers
- Getting the Necessary Information
- Performance Evaluations
- Training Doesn’t Stop
