Essential call control skills
OverviewThe cost to an organisation of mis-handled calls is very
often out of all proportion to the root cause of the initial call. Yet the
skills required to control customer calls are well-known and can be
successfully taught and mastered. This programme shows how calls can be
controlled and dealt with swiftly, efficiently and to all reasonable
customer satisfaction.
Training objectives
By the end of this course participants will be better able to:
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Recognise the causes of customer frustration
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Quickly establish the facts
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Remove behaviours which antagonise or aggravate the situations
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Take control of the call to offer confidence to the caller
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Reduce the number of escalated calls
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Manage the expectations of the caller as to possible solutions
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Deal confidently with uncertainty, reassuring the customer through
style and manner
FormatThis one-day course uses a mixture of formal tutor
inputs, practical exercises, role play and tutor-facilitated discussion.
Depending
on the number of participants and their pre-course skills levels, it may
be preferable to run this programme over two days rather than one.
The
expert trainerJocelyn is a highly experienced and very popular
management trainer. After fifteen years as a training manager within
blue-chip organisations such as Mars, she established her own consultancy
in 1998. A passionate advocate of training for a reason, Jocelyn has a
practical approach to training which focuses on giving participants and
organisations relevant knowledge and skills improvement which is
immediately transferable to the workplace.
A published author of
training materials (including
Contact Centre Management), her
many clients cover an impressive range of sectors, including
manufacturing, telecoms, retail, film and music, local authorities and
universities. Equally impressive is their appreciation of her work, as the
following comments show:
'I would like to take the opportunity to thank
you for the recent telephone training course that you prepared and tutored
for my Customer Services Department. The content was well received, and
accurately reflected the day to day issues that occur on a busy desk. I
have since reorganised the department to take advantage of the new
professionalism... and it has made a big difference. Given the success of
the proactive telephone selling course you prepared and ran for me a few
years ago ... I just knew it would be a success.'
Philips'This
was clearly an excellent course. It really brought the best out of the
managers. You've given them a foundation for the rest of their working
lives.'
PPL'I would like to take the opportunity of
thanking you for the way you worked with us to make a great success of the
induction programme for the Centre. It was a pleasure working with you in
partnership.'
One 2 OneCourse outline
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Introduction
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Profitable customer service
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'Call reasons' - brainstorm exercise
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What are the expected standards?
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The key techniques
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Behaviours and consequences
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Questioning to establish facts
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Gathering the right information
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Behaviours which antagonise
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Tactics to eliminate irritations
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Developing rapport with 'Mr Angry'
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Exuding confidence
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Using voice control
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Putting it to the test!
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Preparation for role play
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Role plays with feedback
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Conclusion
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Open forum
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Review
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Action planning
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Close
