COURSE DURATION: 8 hours

For many people, the term Contact Center relates to sales calls and telemarketers.  There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

COURSE CONTENT:

•     Preface
•     It Starts at the Top
•     Peer Training
•     How to Build Rapport
•     Learn to Listen
•     Manners Matter - Etiquette & Customer Service (I)
•     Manners Matter - Etiquette & Customer Service (II)
•     Handling Difficult Customers
•     Getting the Necessary Information
•     Performance Evaluations
•     Training Doesn’t Stop