Call & Contact Centre Workshop Practical Skills to Enhance Customer Satisfaction
Call & Contact Centre Workshop: Practical Skills to Enhance Customer Satisfaction
OBJECTIVES
Upon attendance to the Call & Contact Centres training workshop, participants will develop essential knowledge and skills in:
- Delivering high quality customer service and sales support over the telephone
- Making a great first impression using verbal and non-verbal communications
- Building rapport with customers on the phone, being friendly, helpful and empathic
- Understanding customers, their needs and expectations, and how to offer solutions that meet their needs
- Dealing with difficult customers, diffusing emotions and keeping calm to solve the problem quickly
- Recognising sales opportunities while handling an inbound service call and the confidence to proactively and positively respond to the lead
- Making effective outgoing calls that reach the decision maker and lead to a sale
WHO SHOULD ATTEND?
- Call & Contact Centres training course is beneficial to customer service advisors, telesales staff members and team leaders who work in a call centre and contact centre environment.
OUTLINE
Understanding Customer Service
Overview of Call and Contact Centres
- The role of the call/ contact centre and the agent/advisor’s role
- The importance of service standards and consistency in the way customers are treated
- Impact of a call/ contact centre on business goal setting, objectives and outcomes
- Delivering value to the business: why key performance indicators (KPIs) matter
Core Customer Service Skills
- Active listening
- Creating empathy and respect
- Problem solving
- Differentiating between product features and benefits
Becoming Customer Focused
- The essential elements of service excellence
- Understanding what makes customers satisfied
- Selling the way your customer wants to buy
Essential Telephone Skills
Making the Call
- Getting through to the decision maker
- Different types of gatekeepers and how to get past them
- Using a professional greeting to create a good first impression
Creating a Positive Impression
- Creating a connection through your tone of voice, speaking clearly and distinctly
- Projecting friendliness, confidence, expertise and interest in them
- Tuning into their voice, language and personalities
Establishing Rapport on the Phone
- Interacting positively with callers and making them feel valued
- Remaining calm, personable, friendly, helpful and respectful
- Being natural and conversational so the caller relaxes
- Key questions to uncover what they are interested in
Guidelines for Closing the Call
- Recapping on their needs and expectations and how your company can meet them
- Using pre-closing questions that lead to callers making a commitment
- Agreeing next steps and follow-up
- Ensuring the call is followed up and promises actioned
Delivering Excellent Customer Service
Truly Understanding Customers’ Needs
- Types of customers and how they like to be served
- Differentiating between customer needs, wants and expectations
- Uncovering how your products & services meet their needs
- Taking account of multicultural and global customers
Developing Rapport through Verbal and Non-Verbal Communications
- Producing an attractive voice – pitch, tone, rhythm, loudness, resonance & inflection
- Creating a mood by smiling, other facial expressions and gestures
- Posture and breathing for a good technique
- Matching your caller’s speech and intensity
Providing Solutions & Adding Value
- Being positive and helpful
- Developing the disciple of active listening
- Using positive language and affirmation to develop empathy
- Questioning techniques to uncover needs
Dealing with Difficult Customers
- Techniques for listening and responding under pressure
- Identifying why they are angry, irritated or upset and how to respond
- The trigger points that cause unnecessary escalations of tension
- Behaviours that will and won’t bring the interaction to a successful conclusion
- Managing Inbound Sales and Service Calls
Delivering Service Excellence
- Uncovering the reason for their call and the solution they expect
- Questioning techniques to check understanding
- Presenting solutions to their problem in a way that satisfies
Dealing with Customer Complaints
- Viewing complaints as opportunities
- Identifying the root causes of the problem
- Sincerely apologising and thanking customers for complaining
- Ensuring the problem is fixed to the customer’s satisfaction
What to do When You Can’t Say Yes
- Giving a reasonable explanation
- Suggesting options and alternatives
- Remaining friendly, understanding, fair and empathic
- Escalating if the caller remains dissatisfied
Turning Service Calls into Prospective Sales
- Recognising sales opportunities during inbound calls
- Confidently asking questions that generate sales leads
- Introducing ideas and making suggestions in a natural and conversational way
- Confidentially cross selling and up selling
Making Outbound Sales Calls
Structuring Outbound Calls
- Preparing effectively: five steps to a successful sales call
- Opening calls with benefits for the prospective customer
- Building an elevator pitch that gets a positive response
- Using open-ended questions to uncover information and help tailor your pitch
Overcoming Objections
- How to recognise different types of objections
- Rehearsing responses to common objections in advance
- Six easy steps to handle surprise objections
Effective Closing Strategies
- Testing assumptions about readiness to buy
- Trialling a close to check your assumptions
- Confirming their intention to buy
- Insuring against buyer’s remorse
What if they Don’t Buy
- Gathering information for future calls
- Offering a ‘lead magnet’ to keep them interested
- Agreeing how you will stay in touch