Call Centre - Achieving Best Practice
Course Code: MPDCCABP
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
This course has been designed and adapted for a number of clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.
Prerequisites
Anyone working in a call centre environment that wishes to improve their performance when dealing with customers.
Delegates will learn how to
- Greater confidence when taking incoming calls
- Telephone 'etiquette' when answering, holding or transferring calls
- Understand the importance of customer care in relation to incoming calls
- How to handle complaints in a positive way Agreeing best practice methods
- Agreeing best practice methods
Course Outline
- Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service.)
- Incoming Calls - The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary)
- Task 2: What Are Your Objectives?
- Delegates to Mark Pre-recorded Customer Complaints Calls (Here delegates use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)
- Customer Care - Best Practice (Dealing with difficult situations, remaining calm under stress.)
- Role Plays
- Best Role Plays Repeated to Whole Group
- Summary and Action Plans Agreed