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Overview & Objective
The Certified Contact Center Professional course will equip
the participants with effective customer handling techniques and
Contact Center Best Practices. Participants will learn proactive
problem resolution, escalation procedures, and the foundations
of Contact Center skills through a two-day complete program.
This course facilitates participants’ systematic measurement
of required skills and mindset so that proper development
plans can be established accordingly.
Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro
Analysis are provided throughout the session, allowing
participants to sharpen their problem solving techniques and
to improve their Customer Service skills and mindset. This
course is designed to accommodate a broad range of customer
service and fulfillment environments.
Certification Procedures
To achieve the certification, participants should attend the
two-day training and complete an on-line written examination
and a verbal examination.
As each participant is unique with the strength and
weaknesses, the verbal examination also provides a
“one-to-one” coaching environment to the participants. The
key benefits are to ensure that each participant will be
able to apply the skills learned and to have a changed
behaviour and attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives
of Contact Centers/Customer Services and people who would
like to learn more and join the Contact Center/Customer Service
industry. Prior knowledge of Customer Support Center is an
advantage but not essential. |
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Course Outline
The Value and Function of a Contact Center
• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact
Management
• Best Practice, world-class Contact Center
Communication Skills
• Skills and Characteristics of Communication
• Vocal Elements
• Active Listening Skills
• Questioning Techniques
• How to understand the needs of customers
Customer Service Skills
• Understand the importance of customer retention and link
to profitability
• Service Level Agreement
• Exceeding Customer Expectations
• Building the Relationship with Customers
• Business Severity and Priority Levels
Consultative Selling Techniques
• Identifying Needs
• Selling Solutions
• Features and Benefits
• Handling Objections
• Closing
Objection Handling
• What are the Common Objections
• The Hidden Message of Objections
• Strategies to Handle Objections
Managing Complaints and Difficult Customers
• How to handle difficult customers
• How to say "NO"
• Impact of Complaints
• Positive Attitude to Complaint
• Strategies to Handle Difficult Customers
• Steps for Effective Complaint Handling
• Dos and Don’ts of Complaint Handling |
