Call Center Excellence

Who Should Attend:

• Call Centre Supervisors a & Team Leaders
• Call Centre Team Members
• Tele-sales Professionals

Course Objectives

• Learn how to win over customers in the first 30 seconds on the phone
• Understand how to manage your own state and reflect your positive state on customers
• Master questioning and listening skills to make clients feel safe and ensure satisfaction
• Obtain linguistic tools and vocal techniques to build common ground and rapport
• Explore ways to tap the motives and hidden psychological needs of customers
• Identify ways to negotiate effectively for win-win outcomes
• Master objection handling and deal skilfully with difficult or challenging customers. 

What will you gain?

By the end of this course, you will be able to:

• Recognise your communication style, and how to make every phone interaction with the customer a positive experience
• Overcome fear and become confident in handling any type of customer with skill and professionalism
• Understand caller behaviour and quickly assess customer needs and issues
• Tactfully diagnose and effectively control any difficult customer interaction on phone
• Adopt a range of voice techniques to give an cheerful and professional impression
• Master structured questioning techniques to glean information from customers
• Use the art of persuasion to effectively negotiate outcomes
• Become skilful at managing and maintaining your own attitude and composure in stressful situations
• Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips. 

Course Content

Introduction to Customer Service and General Call Protocol

• Introduction to Customer Service
• What is my communication style?
• What are your customers’ expectations?

How your state affects your Client

•  State management 101
• The role of Mirror Neurons
• State Awareness
• Emotional Management
• Sustaining a positive attitude

Who are your clients?

• Types of clients
• Clients’ motives
• Hidden needs

Techniques for maximum focus on your client’s needs

• Questioning techniques
• Precision Questioning Techniques
• Holding the space
• Offering and eliciting options
• Eliciting “Hot Buttons”
• Asking the right questions to find the key criteria for your client’s decision making

It’s not what you say; it’s how you say it (Linguistic and Vocal exercises)

• Intonation
• Pitch
• From Problem Frame to Solution Frame
• Directing the conversation

Selling/Negotiation techniques

• The art of persuasion
• The law of reciprocity
• Linguistic patterns for Persuasion
• Making it compelling
• Making it memorable

Handling Objections and Complaints

• Types of complaints
• Reframing
• Dealing with difficult people
• When do we pass it?

Tips for maximising Customer Satisfaction

• 7 telephone conversation tips to ensure high customer satisfaction

Stress Busting

•  How to stay fresh and prepare to take calls under stress and pressure.