Delighting Customers for Call Centers

Delighting Customers for Call Centers is an intensive facilitator-led service-skills training program for all Call Centers and Help Desks. In one day or eight one-hour modules, your technical and non-technical phone professionals learn to build customer loyalty with even the most challenging customers while increasing your Call Center productivity and quality.

Your Agents Learn To:

Restore customer confidence after negative experiences
Reduce escalated and repeat calls
Delight upset and complaining customers
Increase customer self-sufficiency
Build rapport and connect with customers
Recognize unspoken needs to increase sales
Go the extra mile to delight customers

We Cover “BEST PRACTICES” Phone Skills Used by World-Class Call Centers including:

Greeting, holding, and transferring
Tone of voice, articulation, and conversational flow
Aligning, empathy, and listening
Problem-solving, questioning, and solution exploring
Explaining and requesting to gain acceptance
Saying no, providing unpleasant information, and negotiating solutions
Resolving complaints and saving lost customers
Take responsibility and ownership of all customer requests
Advanced voice-mail, conferencing, screening, and messaging techniques

Plus 75 TOOLKIT Techniques To:

Improve automated attendants and voice-mail
Manage stress, image, and personal attitude
Neutralize abusive and profane customers
Conduct video conferences
Sell inbound and outbound to existing and new customers
Build internal cooperation and teamwork

Superior Training Design Including:

Expert designed interactive video-based behavioral learning
Accelerated training methods with upbeat, fast-paced team activities, simulations, skill drills, competitions, and practices
True observable skill mastery learning and testing
Eight one-hour modules for flexible implementation
Unequaled detailed trainer step-by-step preparation instructions
Full-color participant, trainer, and room materials

Call Us To:

Build world-class best-practices phone skills
Delight even upset and complaining customers
Reduce escalated and repeat calls
Surpass industry call speed and quality standards
Increase customer capability and self-sufficiency
Uncover customer needs and increase sales
Increase customer loyalty

View the complete description to learn about Delighting Customers for Call Centers - World Class service skills training! (PDF)

For more information, contact:

Sales Effectiveness, Inc.
570 W Crossville Rd Suite 103
Roswell, GA 30075
770-552-6612
www.saleseffectiveness.com

Sales Effectiveness

Call Today! (770) 552-6612