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.