Customer Care and Call Handling Skills

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This training course is designed to give call center and help desk professionals the core skills, competencies, confidence and practice to build customer relationships, create a positive business image, recognize customers’ demands, and adapt strategies to meet those needs through use of world-class customer care and call handling techniques.

Participants will learn to:

Use customer care and communication skills to establish positive relationships
Add value to every customer contact
Care for the needs of every customer
Use techniques to become the customer’s advocate
Provide appropriate product and service information
Solve problems, reduce conflict and exceed client expectations
Use a world-class telephone voice, etiquette, and call handling skills to manage calls and achieve maximum efficiency
Build and maintain loyalty through exceptional communication and customer servicing skills
This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice, and the situational application of skills. Students are totally involved in the learning process. Students practice each skill as it is learned, and must demonstrate skills and mastery through end-of-module and end-of-course role-play sessions.

Participants will:

Explore the personal paradigms, attitudes and motivators that drive behavior, and learn how to become a client advocate.
Learn to assess customers’ preferred communications style
Practice focusing on the "total message" with effective listening, responses and pacing skills
Apply newly-learned skills to maintain control, quality, efficiency, and professionalism through powerful questioning techniques ...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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