Course Outcomes

This customer service training course for call center agents will:

  • Suggest tactics for better self-management and accountability.
  • Review the mechanics every call center agent should know.
  • Offer strategies for building rapport, adapting to style preferences, showing empathy, and managing tough calls.
  • Outline nine dimensions of exceptional service.
  • Offer ample opportunities to practice skills learned and identify strengths and opportunities for improvement.

Course Overview

A first-rate call center agent can mean the difference between a delighted and distressed caller. Great agents know how to deliver. This three-part program covers the ins and outs of providing strong customer service in a call center environment. Part three relies on real-world scenarios based on the types of calls your agents receive. We will work with you to develop these examples. We can teach this course in a single day with breaks between each two-hour segment or spread the sessions across multiple days.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

  • Connect emotionally to the role of call center agent.
  • Manage personal stress.
  • Self-manage behaviors.
  • Nurture trust with compassion, care, and dignity.
  • Transfer calls, place callers on hold, and document conversations.
  • Show a sense of personal care and empathy.
  • Reduce communication barriers.
  • Accommodate different types of callers.
  • Handle emotionally difficult calls and callers.
  • Say “no” with care.

Segment One Modules

  • Self-Management: You Manage You
  • Service Relationships: Creating Connections
  • Smoother Moves: Call Mechanics
  • Perceptions: You Are What They Think
  • Distress Signals: Diffusing Emotions with Empathy
  • Your Turn: Problem Solving

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

  • Explain how an agent’s choices influence the call experience.
  • Avoid trigger words.
  • Contrast transactions and relationships.
  • Demonstrate nine dimensions of service.
  • Identify green, yellow, and red rules.
  • Explain concentrative versus collaborative work.
  • Discuss people styles and how to adapt to different style preferences.

Segment Two Modules

  • What People Want: Expectation of Care and Dignity
  • Seizing Opportunities: Transaction or Relationship Focus
  • The Complete Package: Nine Service Dimensions
  • Task Management: Personal Accountability
  • Stretching and Bending: Adapting to Styles

Segment Three Objectives

At this segment’s conclusion, participants should be able to:

  • List the goals of a call.
  • Apply techniques discussed during the course to real-world scenarios.
  • Identify call strengths and opportunities.
  • Create an action plan.

Segment Three Modules

  • Targets in Mind: Meeting the Objective
  • Center Stage: Practice Scenarios
  • Lessons Learned: Final Review
  • Moving Forward: Next Steps

By the end of this program, participants should have a clear idea of what “A” service in a call center is and be well on their way toward earning that grade.