Foundation ~ One Star

Call Center Special

Description:

Call Center is a frontline where new customers are gained, existing customers are retained, or inadvertantly existing customers are lost. While Customer Service is the key to success for any organization in this course attendees will learn a broader Customer Experience delivery based approach to customer satisfaction customized for a Call Center environment.

This course introduces breakthrough principles and methodology of customer experience delivery and trains attendees to go beyond Customer Service and deliver delightful and memorable customer experiences. This course uses a proven process quality engineered approach and helps positively transform the organization.

Topics include:

  • Describing exceptional customer service and its benefits
  • Addressing customers explicit, implicit, and subconscious expectations
  • Power of managing customer expectations
  • Applying a customer experience delivery model that provides consistent and quality service on the phone, on the web (knowledge base), live chat, and by e-mail
  • Strategies for managing different types of customer personalities and service recovery
  • Approach to putting the tools to practice

Course Duration: Half day

Audience:

This beginning level course is perfect for all Call Center employees - new or experienced, who interact with customers on a daily basis and equally for those employees who are responsible for customer service behind the scenes

Cost: $450 per person

Group discount available. Call us for special pricing.

This course can be provided at client's site. Contact us for more information.

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