Contact Centre Skills Training
Contact Centre Skills Training
Call centers often offer some of the most dynamic and challenging kinds of work available. This part is especially true for the customer support agent, who is considered the bridge between the customer and the company, and is therefore often the determining factor of the customer’s experience. It paves the way for new experiences as well as challenges any customer support agent on the phone, and so they have to be equally dynamic. Competency, therefore, is an ideal as much as it is necessity. Accordingly, this training course is designed to help participants, particularly customer support representatives and call center agents, achieve high competency by teaching them key self-motivational techniques, questioning techniques, critical thinking skills, and de-escalation tips and tricks that will greatly help them in their day to day tasks.
Without a doubt, customer service is extremely important and at times difficult to provide; they often decide the fate of customer loyalty and profit margins, and so must be handled with meticulous attention to detail and resilience that rivals even that of soldiers in battle. Our training course will highlight this universal need by teaching employees how to be more resilient by means of self-help, how to ask the right questions in the best, most customer-orientated manner possible, how to think fast and logically in an industry that constantly demands speed and efficiency, and how to address even the most irate of customers. Lastly, this training course can be added into a customised training session that can help address your team’s more specific needs.
We illustrate how to become someone that clients remember, in a good way. There are small areas here that make a big difference to the impact your client will get.
Do you have difficulty remembering people’s names? Does your client/customer keep forgetting yours? We provide insight into how the mind works and how to be able to remember names more effectively.
Learning how to adapt your own body language and tone to build relationships is a valuable skill. We demonstrate how we will naturally mirror other human beings, and by understanding the foundation, we can use this to our advantage to build better relationships.
Reading the signals that your clients/customers are sending you is important. Your communication skills will become better overall with this session here.
Questions can be used to gain information and also for control. Learn how the Psychology behind questioning techniques can assist us to be better communicators.
If we can identify the customers need earlier, clients will connect with you quicker and conflict will be easily removed. Learn some super skills in this session.
Closing conversations effectively can be an acquired skill also. If done correctly you can also create the WOW factor and positively impact your clients impression.
Learn how to stay in contact with your clients/customers without making them feel uneasy or harassed. Simple yet effective techniques in varying your contact and message.
NLP – The language of the mind. We show how to create positive experiences with your clients/customers without actually having them. Great for setting expectations and helping the client learn more about your business.
Understand crucial conversations to encourage quicker and more impact change
Cross-Departmental information sharing
Be able to use proactive service recovery strategies for handling customer service complaints and problems
Describe the impact of poor customer experiences
Describe the relationship between customer expectation and your business
Design a service that blends digital and non-digital interactions
Be able to use customer experience insights and data to your own company through obtaining a better comprehension of how this information can boost your company results.
Designing effective calls to action
Investigate what ‘service’ is and why it’s important, from the customers’ standpoint, the impact service has on your company, as well as the actual effects of poor service
Planning the customer journey
Identifying the critical customer touch points
Work to enhance the customer experience across business silos and platforms
Learn instruments to participate leaders and front-line into greater ownership of the customer experience
Improve the long-term feelings you give your customers
Worker participation for creating customer experiences
Present a compelling case for investing to co-workers and management in customer experience
Creating content that engages with customers
Understanding your customers
Deal effectively with difficult customers
Shifting consumer behaviour
Identify opportunities for your service grow and to evolve
Understand the internal implications for altering the customer experience
Seven essential strategic questions to build an excellent customer experience
Expanding existence in the customer experience life-cycle
Understand how powerful layout usability, and service design all promote an improved customer experience
Analyse customer-focused service is an important business strategy that will bring about the long-term success of your organisation
Identify the drivers of customer satisfaction and learn what customers need and expect when it comes to the service they receive
The customer experience life-cycle
Analyse customer behaviour when it comes to service and discover what you can do in order to listen to the voice of the customer and what you can do to create value for your customers
Convey the need for a customer experience that is memorable
Assess the encounters that your customers currently receive
Customer experience and customer experience management
Beat up your team around the future vision of your service
Designing an experience across platforms
Experience Psychology
The emotional and subconscious experience
Examine and iterate your internet presence to repair any problems with the customer experience
Sell the advantages of producing an enhanced customer experience
Design a customer experience that benefits from best practice strategies
Working out your unique point of difference in the customer service space
Develop a personal action plan for how you may implement exactly what you learn in this course
Identify each of the channels by which your customers experience your company
Improve the first impressions you give your customers
Explore your purpose as an internal service associate, identify who your internal associates are and implement a procedure for assembling and maintaining effective internal service partnerships
Establishing the complete strategy and designing a customer services software
Nurturing long-term customer relationships
Becoming customer centric
Gain a deeper comprehension of your customers and what they desire
Be able to employ a process for tracing the customer’s journey through your organisation and use this process to recognise what you can do in order to optimise the customer experience
Customer experience execution models
Develop a customer experience strategy for their organisation
Understand the impact that your employees have on the customer experience.
Testing the encounter
Value a customer experience based on best practice
Supporting a companywide focus on customer experience
Raise your knowledge of customer experience and awareness of where your organisation can be improved by it.
Use an abundance of techniques to delight your customers
Learn more about the importance of making improvements to your systems, processes and procedures which are aligned with what customer value, and learn what you can do in order to boost your continuous improvement efforts.
In valuing how they may be employed in your company and customer experience measurements, tools, frameworks develop depth.
Establishing your present customer touch points
Contact Centre Skills Training Outline
Course Overview
We will spend the first part of the session getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Topics covered in this course
How To Become Impressive
First, we will illustrate how to become someone that clients remember, in a good way. There are small areas here that make a big difference to the impact your client will get.
How To Remember Names And Help The Client To Do Also
Do you have difficulty remembering people’s names? Does your client/customer keep forgetting yours? In this session, we provide insight into how the mind works and how to be able to remember names more effectively.
Mirroring Techniques: Help Clients Feel Instantly Comfortable
Here, participants will learning how to adapt your own body language and tone to build relationships is a valuable skill. We demonstrate how we will naturally mirror other human beings, and by understanding the foundation, we can use this to our advantage to build better relationships.
Body Language Signals: How to read body language without all the signals
Reading the signals that your clients/customers are sending you is important. Your communication skills will become better overall with this session here as we provide some techniques for reading the unseen and unheard language.
Identify The Customers’ Needs Earlier
If we can identify the customers need earlier, clients will connect with you quicker and conflict will be easily removed. Participants willlearn some super skills in this session.
Closing Techniques To Create The Lasting Impression
Closing conversations effectively can be an acquired skill also. If done correctly you can also create the WOW factor and positively impact your clients impression.
Staying In Contact
Here, participants will learn how to stay in contact with your clients/customers without making them feel uneasy or harassed. Simple yet effective techniques in varying your contact and message.
Creating Experience Via NLP (Neuro Linguistic Programming)
NLP – The language of the mind. We show how to create positive experiences with your clients/customers without actually having them. Great for setting expectations and helping the client learn more about your business.
Workshop Wrap-Up
At the end of the course, participants will have an opportunity to ask questions and fill out an action plan.
Learning Outcomes
- How to become impressive
- How to remember names and help the client to do also
- Mirroring techniques: Help clients feel instantly comfortable
- Body Language signals: How to read without the visuals
- To use questioning techniques
- Identify the customers’ needs earlier
- To use questioning techniques
- Staying in contact
- Creating experience via NLP (Neuro Linguistic Programming)
Customised Training Session For Teams (Included No Charge)
Our company prides itself on offering not only competent, well-designed training courses for the budding company and employee alike. It also prides itself on its offering of personal customisation for each and every training course offered by our company. This means that any client who requests a training course from us has the option to personally customise it until it 120%. We set a high standard for our content creation team, and we won’t let up when it comes to customising your training course to perfection. It is only when our client is satisfied with their customisation that we shall be satisfied with our work. Customise a training course with us now!
In-House Customised training benefits:
- Flexible length – You choose the length of the session
- Highly Effective Team/Industry Specific
- Certificate of Completion (Professional Grade)
- Certificate of Completion (Professional Grade)
- Cost effective – Group rate discount
- Printed courseware (No need to download or use an App to read)
Creating Content (Contact us for Quotation)
Our company is always prepared to entertain special requests for particular content, or a specific training course. All we need is a set of basic information about the course, its targets, and references, and our team of writers, editors and researchers will get to creating it right away. As soon as our client makes a special request for a specific training course, Paramount springs into action and starts preparing it right away. This is the Paramount quality of work. This is our Paramount promise.
Instructor Led 1 on 1 Workshop
Choose your course and book in with one of our expert trainers. 4-6 hrs on a date specific to you. No need to wait for a date. Conducted online with Zoom. Duration 4-6hrs
1 Hour Instructor Led Session
Meet with one of our expert trainers and discuss any module, course or workplace skill. Great to upskill and for downtime at work. Conducted online with Zoom. Duration 1 hr.
Self Directed Online Course
These courses are prerecorded with multiple activities, assessments and learning videos. Can be completed at your own pace.
What's Included?
- Reference Material
- Recording For 1 on 1 Available
- Professional Trainers
- Certificate Option Available
- Post Course Email Support
Classroom Booking 1 Hr
Book in a 1hr session with one of our trainers
$110.00 AUD (per session)
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