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Seb Anthony

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Customer Services/care

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Hi Folks,

I thought i would ask you fine people for your help as its a subject that most if not every compnay will have some sort of training on, Can i ask for any ideas, handouts or excerises that may helpme train in a call centre enviroment



Bernie Hennigan

8 Responses

  1. Call Centre Training
    The following is a checklist based on what we would normally cover.It should give you some structure and indicative content.

    Verbal and Non Verbal Communication-Telephone “body language”
    Active Listening
    Powerful Questioning Skills-Open/Closed and then to door openers/clarifiers/referrals
    Assertive Communication
    Assertiveness Techniques
    Managing the phone call
    Problem Calls – hoax/anger/impatience/vague/threats/

    Good luck

    Dominic

    A to Z -One Stop Training Shop!

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  2. Customer Service training
    Bernie,

    We have many useful training materials that would be useful in customer service training. Please visit our website at http://www.trainerbubble.com.

    You will find a wide selection of free training resources and also several Customer Service based training course materials that will help you.

  3. Customer Service / Workforce Stability
    Stability helps customer service training initiatives to succeed. Good health and safety practices reduce sickness absence, which has a positive knock-on effect on stability. The contact centre specific DSE training and assessment module that you can see at Inside Track Media has just been given a major update.

    Food for thought on the stability / performance linkage among the news articles there.

    Best wishes

    Max Klein

  4. Still a little more help needed !
    Im still struggling a bit, i will include the 3 main communication types and rapport , who are our customers and what their current preceptions are off us? but thats where im stuck ! dont know how to fill the rest? i didnt think it would be this hard to be honest!

  5. Get your learners to help
    How about giving each of your learners a bogus reason to contact the call centre, then get them to record what they think you could and should do differently? This is a fairly empowering approach.

  6. Create the Wow factor
    Hi Bernie
    Bit late on this one but must say that our customers find the recording of role-plays to be so beneficial – it helps to identify learning gaps when they hear their recordings, and it is as near to real as it can possibly be. Practice makes perfect. Working in a safe training environment means you don’t make mistakes with real customers. No denial either! Find more details on our website http://www.phonecoach.com or call and we can guide you to the right kit. All the best. Mandy