Service Excellence for Call Centres helps develop employees’ telephone-based service skills to ensure excellent service delivery to customers. This program helps create a consistent service standard and provides employees with tools and techniques that can help build customer loyalty.

Program at a Glance

1. Customer Loyalty
   
   
   • Why customers leave us
     
   • Three factors that contribute to customer loyalty
     
     
2. Service Commitments
   
   
   • Service self-assessment
     
   • Three commitments that are basic to Service Excellence
     
     
3. Communication
   
   
   • Three elements of communication
     
   • How do we overcome a lack of non-verbal cues?
     
   • Listening to determine the customer’s needs and expectations
     
     
4. Connections
   
   
   • “Moments of truth” in a customer connection and creating a positive impression of the company
     
   • Maximizing “moments of truth” with each customer
     
     
5. Challenges
   
   
• Three types of difficult customers
  
• 5-step communication process in pressure situations
  
• Effective ways of dealing with customer concerns
  
  
6. WOW Them
   
   
   • Loyalty building
     
   • Going the extra mile

Who Should Attend

• Front line staff
  
• Supervisory staff
  
• Management

Session Details

• One (1) day session (7 hours)
  
• Between 15-20 participants
  
• Interactive format
  
• Take-away participant manual
  
• Certificate of Recognition, and lapel pin upon completion

Register today!