Description
Curriculum
Instructor
For many people, the term Contact Center relates to sales calls and telemarketers. However; a contact center can provide assistance in many different ways. A contact center can provide customer support, information technology support, and much more. The key to providing great customer service is in the training. A well-trained contact center can be the difference between gaining more customers and losing the ones you have. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff to effectively assist your customer base is paramount.Please login.
Curriculum
- 11 Sections
- 11 Lessons
- 10 Hours
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- It Starts at the Top"It starts at the top" emphasizes that leadership commitment is crucial for effective contact center training. Leaders must model desired behaviors, provide resources, and foster a culture of continuous learning and improvement.1
- Peer TrainingPeer training in contact centers involves experienced agents mentoring new hires, sharing best practices, and fostering collaboration. This approach enhances knowledge retention, builds team cohesion, and improves overall service quality and performance.1
- How to Build RapportBuilding rapport in a contact center involves active listening, demonstrating empathy, using positive language, personalizing interactions, and showing genuine interest in customer concerns to create trust and enhance customer satisfaction.1
- Learn to ListenLearning to listen effectively in a contact center involves focusing fully on the speaker, acknowledging their feelings, asking clarifying questions, and avoiding interruptions. This skill enhances understanding and improves customer interactions.1
- Manners Matter- Etiquette & Customer Service (I)Manners matter in customer service as they shape interactions and perceptions. Demonstrating politeness, respect, and professionalism through greetings, attentive listening, and appropriate responses fosters positive relationships and enhances overall customer satisfaction.1
- Manners Matter- Etiquette & Customer Service (II)In customer service, etiquette includes maintaining a friendly tone, using customers' names, being patient, and expressing gratitude. These practices create a welcoming environment, encourage loyalty, and significantly improve the customer experience.1
- Handling Difficult CustomersHandling difficult customers involves staying calm, actively listening to their concerns, demonstrating empathy, and providing solutions. Remaining professional and patient while maintaining clear communication helps resolve conflicts and restore customer satisfaction.1
- Getting the Necessary InformationGetting the necessary information involves asking open-ended questions, actively listening, and clarifying details to fully understand customer needs. This approach ensures accurate responses and effective problem-solving in contact center interactions.1
- Performance EvaluationsPerformance evaluations in contact centers assess employee effectiveness, productivity, and adherence to standards. They involve regular feedback, goal setting, and identifying areas for improvement, fostering professional growth and enhancing overall team performance.1
- Training Doesn't Stop"Training doesn't stop" emphasizes the importance of continuous learning in contact centers. Ongoing training updates employees on new tools, processes, and customer service techniques, ensuring they remain effective and engaged in their roles.1
- Post TestPost Test1
Nobles Center
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