Overview & Objective
The Certified Contact Center Professional course will equip
the participants with effective customer handling techniques and
Contact Center Best Practices. Participants will learn proactive
problem resolution, escalation procedures, and the foundations
of Contact Center skills through a two-day complete program.
This course facilitates participants’ systematic measurement
of required skills and mindset so that proper development
plans can be established accordingly.
Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro
Analysis are provided throughout the session, allowing
participants to sharpen their problem solving techniques and
to improve their Customer Service skills and mindset. This
course is designed to accommodate a broad range of customer
service and fulfillment environments.
Certification Procedures
To achieve the certification, participants should attend the
two-day training and complete an on-line written examination
and a verbal examination.
As each participant is unique with the strength and
weaknesses, the verbal examination also provides a
“one-to-one” coaching environment to the participants. The
key benefits are to ensure that each participant will be
able to apply the skills learned and to have a changed
behaviour and attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives
of Contact Centers/Customer Services and people who would
like to learn more and join the Contact Center/Customer Service
industry. Prior knowledge of Customer Support Center is an
advantage but not essential. |
Course Outline
The Value and Function of a Contact Center
• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact
Management
• Best Practice, world-class Contact Center
Enneagram & U
•
Learn to know your own areas of strength, the areas of non-strength,
and ways that help to manage both.
• Identify
opportunities for personal and professional
development.
• Enable
you to learn about the inner drives, real
needs, and core motives of different personalities –
their own and those of their customers.
•
To create a map to understand the inner drive of people that is a
major key to communicating more effectively, understanding one
another, and avoiding misunderstandings.
Effective Communication Skills
•
Vocal Elements
•
Active Listening Skills
•
The F.A.S.T. Way
•
Focus
•
Assumption
•
Say Less with More
•
Tone
Best Practice in Customer Service
•
The Spirits of Best Practice
•
Break the Norm
•
Take Control
•
How to create “Little Nice Surprise”
•
Doing no wrongs vs being appreciated
•
Win-Win-win
•
The Arts of Words - F.A.S.T.
How to Say “NO”
Strategic Customer Service Skills - Learn the formula on
how to:
•
Improve Efficiency
•
Create Consistency
•
Manage Customer Expectation
•
Reduce Potential Complaints
•
Increase Customer
Satisfaction
Consultative Communication Skill for Sales & Non-Sales Professional
with ABCDEFG:
•
Avoid
Building
Consultant
Driver
Engage
Failure
Goal
•
A.I.D.A Probing Techniques
•
USP Selling Techniques
Complaints Handling
•
Impact & Benefits of Complaints
•
Steps of Effective Complaint Handling
•
Dos and Don’ts in Complaint Handling
Handling Difficult Customers
•
Know your difficult customers
•
Develop
communication strategies
Stress Management
•
Health Check
•
Strategies to reduce or eliminate sources of stress
•
Learn how to improve your emotional reactions and
avoid negative impact to your relationship with
customers, colleagues and your family
|
