Details
While many companies promise to deliver an incredible customer experience, some are better at delivering than others. The CCCA Certification is also designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
This certification will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical via our E-Course
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
Outline
- Verbal communication techniques
- Who are your customers?
- Listening skills
- Asking the right questions and saying no
- Taking messages and using voice mail effectively
- Vocal exercises
- Cold and warm calls, including developing a script
- Going above and beyond and high impact moments
- Handling objections and closing the sale
- Negotiation techniques
- Tips for challenging callers
- Phone tag and getting the call back
- Stress busting
- Call center trends
- What is customer service? Who are your customers?
- Meeting expectations
- Setting goals
- Communication skills and telephone techniques
- Dealing with difficult customers and people
- Dealing with challenges assertively
- Dealing with stress
- The first critical element: A customer service focus
- The second critical element: Defined in your organization
- The third critical element: Given life by employees
- The fourth critical element: Be a problem solver
- The fifth critical element: Measure it
- The sixth critical element: Reinforce it
- etc
MAKINTOUCH CONSULTING YOUR NO.1 PARTNER IN TECHNOLOGY AND BUSINESS PROFESSIONAL SERVICES
Who We Are: Makintouch is a leading IT and Business Management Training provider in Nigeria. We are constantly providing world class trainings, using the best technologies and professionals.
We are certified Partner to Microsoft, Cisco, CompTIA, Loyalist exams (AXELOS), Wiley, APMG, Open Group and Member of DPR,OGTAN , ITAN and many more prestigious professional bodies.
Facilitated by certified and experienced faculty, We deliver best results for each client’s unique Learning needs through flexible training Programs, comprising of onsite/offsite training Packages, online, corporate trainings and IT and Management Certification Boot Camps.