Call Centre and Help Desk Training for Agents, Csrs And Advisors

dancing lion training & consultancy
4.3
2 reviews
  • Dancing lion designed and delivered a fantastic cross-cultural training programme for our Indian contact centre clients. They were a delight to work with: professional, personable and reliable. The training was extremely well received by our Indian clients and really helped to bridge cross-cultural issues.
    ← | →
  • The trainer was very good.
    ← | →

Course

Inhouse

£ 337 VAT inc.

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Description

  • Type

    Course

  • Methodology

    Inhouse

  • Duration

    2 Days

  • Start date

    Different dates available

What is the difference between poor and excellent service, as perceived by the customer? Frequently it is down to the awareness and communication skills of the agent to generate a positive experience. If you or your team talk to the customer we can help develop awareness confidence and communication skills to provide excellent customer service and satisfied customers. Below is a generic course outline. This can be used as a basis to tailor to your specific objectives such as inbound or outbound customer service, sales, customer loyalty, mystery shopping and sign posting.

This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.

Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.

Facilities

Location

Start date

Inhouse

Start date

Different dates availableEnrolment now open

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Reviews

4.3
  • Dancing lion designed and delivered a fantastic cross-cultural training programme for our Indian contact centre clients. They were a delight to work with: professional, personable and reliable. The training was extremely well received by our Indian clients and really helped to bridge cross-cultural issues.
    ← | →
  • The trainer was very good.
    ← | →
100%
4.5
fantastic

Course rating

Recommended

Centre rating

Training Manager

5.0
19/05/2016
What I would highlight: Dancing lion designed and delivered a fantastic cross-cultural training programme for our Indian contact centre clients. They were a delight to work with: professional, personable and reliable. The training was extremely well received by our Indian clients and really helped to bridge cross-cultural issues.
What could be improved: N/A.
Would you recommend this course?: Yes

Online Gaming Company Sweden

3.5
15/04/2015
What I would highlight: The trainer was very good.
What could be improved: Nothing.
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

Subjects

  • Community Nursing
  • Conflict
  • Call Centre
  • Customer Care
  • Conflict Resolution
  • Problem Solving
  • Customer Service
  • Communication Skills
  • Communication Barriers
  • Communication Training
  • Confidence Training
  • Call Handling
  • Customer Manager
  • Customer relationship

Course programme

Programme objectives

To develop participants communication and customer service skills so that they represent the company brand, meet and exceed customer expectations and ensure satisfaction. This programme will show:

  • ❖ how to create an excellent customer experience
  • ❖ why the language you use is vital to generating cooperation and trust
  • ❖ how vocal tones can create positive and negative messages
  • ❖ how to avoid communication barriers and misunderstandings
  • ❖ how to develop active listening skills
  • ❖ how to guide the conversation to a positive outcome
  • ❖ how to deal with criticism, consideration and objections
  • ❖ how to respond to complaints, difficult calls and defuse conflict
  • ❖ how to maintain a positive mindset in the face of negativity

Outcomes

Participants who can communicate with skill, confidence and respect.

Participants who are re-inspired about their own contribution to the business.

What outcome are you seeking? This programme is about equipping your people to achieve your business objectives

See related categories

Call Centre and Help Desk Training for Agents, Csrs And Advisors

£ 337 VAT inc.

The best Telephone Skills courses

See all

See all