Give your front-line call center staff the training they need!
Today's technology-driven call centers are one of the fastest growing business sectors in the world. With over 3 million agents in the U.S. alone, this workforce is growing at unprecedented levels, driving the need for increased competence and specific skill levels beyond those provided by standard customer service training.
Since call centers increasingly are a company's first line of contact with current and future customers, training call center staff can have an enormous impact on customers' loyalty and satisfaction. This course has been designed specifically to help frontline employees in call center customer service or sales to recognize the scope of the job and develop the skills necessary to create customer satisfaction.
The Roles and Responsibilities of a Call Center Staff
Preparing Yourself to Deliver Quality Service
Current Legislation, Terminology, and Technology Affecting Call Center Staff
Telephone Verbal Skills and Vocal Quality
Problem Solving and Decision-Making
Handling Difficult Customer Situations
Managing Your Time and Multi-Tasking
Controlling Your Stress Level
Recovering from Mistakes-Yours and Your Customer's
In How to Be a Great Call Center Representative, call center staff will learn what technology-based customer service is all about including the history, terminology, legislation, and technology options. This course is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere.
Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making -- all within the context of a busy call center.How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement.
About the Author:
Robert W. Lucas is President of Creative Presentation Resources, Inc., a human resource development training and consulting company. He is an internationally known author who has almost three decades of experience in customer service, management, and the training of adult learners. Lucas has authored and contributed to over a dozen books, and has trained thousands of employees in a variety of business, government, and non-profit organizations to better interact with other people and deliver customer service in many situations. Lucas has a Bachelor of Science degree from the University of Maryland and a Master of Arts degree from George Mason University.
To train frontline employees in call center customer service or sales to recognize the scope of the job and develop the skills necessary to create customer satisfaction.Credits: CEU 2 CPE