This program aims to enhance the skills of Call Center Agents in interacting with customers. At the end of the course, agents will have acquired the ability to provide exceptional call handling.
Objectives:
Objectives:
- To impart the need to know customer requirement and values
- To help agents develop a positive attitude towards customers and motivate them to always offer their best
- To emphasize patience in the proper handling of difficult customers by creating awareness and understanding the wide range of personalities, needs and priorities of customers
- To sharpen the listening and interaction skills of call center agents
- To develop the agent's techniques in effectively handling customer interaction involving questions, requests, complaints, demands, etc.
More specifically this training aims to teach the participants to:
- properly handle calls from different customers
- enhance listening skills
- understanding the customer's needs and
- satisfy the customer's needs
Expected Outcomes:
At the end of the program the participants must be able to:
- Handle a simulated call
- Successfully complete oral and written exam