TYPES OF CALL CENTRES.
Inbound Call Centre.
Outbound Call Centre.
Customer Service Call Centre.
Multi Media Call Centre.
MODULE 1: TELEPHONE SKILLS.
SECTION 1.1: HOW TO RECEIVE, HANDLE AND END A TELEPHONE CALL.
How to Receive Telephone Calls.
Handling a Phone Conversation.
How to End a Call Positively.
SECTION 1.2: WHY CALLS GET ESCALATED?
- No apology.
SECTION 1.3: TIPS FOR BUILDING CLIENT RELATIONSHIPS.
- Have a positive attitude every time you take or make a call.
- Work at developing rapport with your clients.
- Be trustworthy.
- Be accurate.
- Be responsive.
- Create a win/win relationship.
SECTION 1.4: HANDLING DIFFICULT CALLERS.
SECTION 1.5: HANDLING TOUGH ISSUES OVER THE PHONE.
A is for Attitude.
B is for Behavior.
C is for Content.
SECTION 1.6: ELEVATE YOUR PHONE GAME.
SECTION 1.7: TEN GOLDEN RULES FOR CALL CENTRE OPERATORS.
- Greeting the Caller.
- Time on Hold.
- Asking For Security Information.
- Putting the Caller on Hold.
- Keep the Caller Informed.
- Never Guess the Answer.
- Always Keep the Promise to Call Back.
- How to Deal With an Angry Caller.
- Passing the Caller On.
- Never End the Call if the Client Wishes to Continue.
MODULE 2: COMMUNICATION SKILLS.
SECTION 2.1: COMMUNICATION MISTAKES.
- Overloading listeners with too much information.
- Not demonstrating an understanding of business issues.
- Speaking in jargon or acronyms.
- Not establishing trust or credibility.
- Being down right boring.
SECTION 2.2: LANGUAGE & SPEECH.
- Enunciation affects perception.
- Making yourself understood.
- What about an accent?.
- Fast Talker: It’s not okay (The problem with speaking too quickly).
- Vocal issues.
SECTION 2.3: TONE OF VOICE.
- Why your tone of voice is a problem.
- Why is it difficult to close the deal?
- Tips for improving the tone of your voice.
MODULE 3: CLIENT SERVICE.
SECTION 3.1: ANGRY / DIFFICULT CLIENTS.
- Ways to put out the fire (managing angry callers).
- Don’t take it personally.
- Just say “AAH”.
- Whipping difficult clients in line.
- Turning abusive clients into raving fans.
- Is it you that’s making the callers irate?
SECTION 3.3: CLIENT SERVICE.
- Things never to say to a client.
- Extraordinary service in extraordinary times.
- First impressions lasts (Making good first impressions).
- Client service has “feeling”.
MODULE 4: QUESTIONING SKILLS.
SECTION 4.1: QUESTIONING.
SECTION 4.2: POWERFUL QUESTIONS CAN HAVE A POWERFUL EFFECT.
Tapping the Power of Questions.
Exercise Your Power-Question Aptitude.
MODULE 5: ATTITUDE.
SECTION 5.1: CHANGE YOUR ATTITUDE, CHANGE YOUR PERFORMANCE.
Some good strategies.
MODULE 6: LISTENING SKILLS.
SECTION 6.1: LISTEN WHEN YOU LEAST FEEL LIKE IT.
- Listen all the way.
- Take notes.
- Periodically, get up and walk around.
- Be sure to drink lots of water, not caffeinated beverages.
- Do not interrupt your client.
- Make sure you let the client know you are listening by acknowledging or commenting on what they are saying.
- Ask questions.
- Periodically paraphrase what you are hearing. 79
- When the issue is resolved, be sure to summarize any actions that need to be taken by either you or the client. 79
- Finally, will yourself to listen.
SECTION 6.2: CLIENT ESP COMES FROM LISTENING.
SECTION 6.3: INTENTIONAL LISTENING (PART 1 & 2).
What to know about listening:
Not all listening is the same:
Why Active Listening is important:
Five things that intentional listeners must master.
SECTION 6.4: SHUT UP AND LISTEN!
Some of the problems poor listening creates.
Why are some client service reps poor listeners?
So how do you improve listening skills?
What is there to gain from being a good listener?
MODULE 7: ASSERTIVENESS.
SECTION 7.1: THE ART OF SAYING “NO”.
1 . Watch how you say it.
- Avoid tentative language.
- Apologize and explain why.
- Protect the relationship.
- Polite repetition.
- Tone of voice is critical.
SECTION 7.2: PERSUASION (The Learnable Art).
Principles of Persuasion.
Techniques to achieve Persuasion with anyone.
SECTION 7.3: WHAT IT TAKES TO MAKE YOUR POINTS STAND OUT (8 Steps to improve your persuasion skills).
- Establish your credibility.
- Use a positive, tactful tone.
- Make your presentation clear.
- Present strong evidence to support your position.
- Tailor your argument to the listener.
- Appeal to the subject’s self-interest.
- Use logic.
- Use emotional appeals.