Learn to win customers and maintain long term customer relations.
Course Contents
- Introduction to Call Center
- Effective First Impressions
- Create an unforgettable First Impression
Recognizing Customer Needs
- Impression
- Make customers feel important
- Body Language
- Cultural Awareness
Communication Skills
- What is Communication?
- Styles of Communication
- Communication Networks in an organization
- Active Listening
- How to Communicate in Different Situations
Call Handling Skills
- Telephone and Email Etiquette
- Confidence over the phone
- Customer Service Via the telephone
- Some words to use and avoid
- How to say ‘No’
Customer Interest
- Generate Customer Interest
- Manage Customers’ Expectation
- Upselling and Cross Selling
- Complaint Resolution
- Internal Customer Service
- Following Company Guidelines
- Customer Loyalty
- Customer Surveys
Twitter
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