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Overview & Objective
Contact Center or Customer Service Center is recognized as one of the
most stressful working environments. Failure to address this issue
can reduce profitability through increased staff absenteeism or
turnover and a decrease in revenue resulting from dissatisfied
customers going elsewhere.
This workshop is designed to meet the needs of front-line staff,
faced with difficult customers and related stress, learning what
techniques work for you, and applying those techniques effectively
and proactively at work. The techniques in this workshop will help
front-line staff diffuse adverse situations, handle customer
complaints, and increase customer retention and satisfaction.
Course
Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply what they have learnt in class.
Who
Should Attend
Team Leaders, Officers and Executives of Contact Centers/Customer
Services as well as people who would like to learn more about stress
management techniques. |
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Course Outline
The Value and Function of a Contact Center
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The changing role of your contact center
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The Value of a Customer Contact and Effective Contact Management
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Best Practice, world-class contact center
Communication Skills
Complaint Handling
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Impact of complaints to staff, business and customers
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Steps for complaint handling
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Manage complaint is not a “them and us” or a “you win I loose”
situation
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Handle different difficult customers behaviors
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Dos and don’ts in handling complaint
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How to maintain customer service when you have to say “no”
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Take proactive steps to prevent complaints
Stress Management
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Health Check
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Strategies to reduce or eliminate sources of stress
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Learn how to improve your emotional reactions and avoid negative
impact to your relationship with customers, colleagues and your
family
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