presentation call centre customer service helpdesk training

7/25/2019 Presentation Call Centre Customer Service Helpdesk Training

1/7

Probe . Listen . Empathize . Articulate . Solve . End

The PLEASE !Workshops

Call Centre Customer Care SkillsPre-training assessment Training Post-training re-assessmentcoaching

Trainer/Presenter:Shahrukh !oghal

PS!" Approved TrainerE!P#$%

Principal Consultant

Quality Input Resources Sdn. Bhd.&-$' P($' )A *alan +anau Sau,ana' *alan /enting 0lang' $1122 0uala Lumpur

Tel3 #21-%1%41 !obile3 5#2)1)&4)%2 Email3 shahrukh6contactskills.com

7eb3 http388777.contactskills.com8customer9service9training.html

Training R Consultancy


2/7

Call Centre Customer CareSkills

Project Aenda

Pre!trainin call assessment

Aent trainin

Team "eader trainin

Post!trainin call assessment#$ne to one coachin# Reportin results


3/7

ProjectAenda

Step %

Pre!trainin call assessment

. !anagement meeting :nderstanding e;isting service levels hat are the current team leadership activities? Current statistics e.g Abandoned call rate' @C< rate +os and donts =or the consultant Signing o= B+A i= reDuired

). Call Assessment

.Assessing recorded calls Selected agentsF.


4/7

ProjectAenda

Step '

Aent trainin

%.PR$B(3 The art o= uncovering customerissues through strategic Duestioning skills.+eveloping the right Duestions to use =orvarious service situations.

'."IST()3 There is a strong link bet7eeneective listening and service success. >elearn ho7 to understand the customerKs

perspective through active Listening.*.(+PAT,I-(3-+evelop emotionalintelligence and the niche =or looking atthe 7orld =rom the customerKs point o=vie7. Put Hoursel= in the customers shoes.

.ARTIC"AT(3 Learn to use 0oice and1ords in a 7aH to generate customer

reactions such as sense o= rela;ation'relie=' peace o= mind and above all...trust.:tilize various elements o= voice such astone' pitch' in2ection' 0olumeand rateo3 speech in order to calm and directdicult customer situations

4.S$"5(3 +ialogue development phase.

+eveloping dialogues =or various customerinteractions using the [email protected].()73 End the interaction 7ith an E;tra

8. 7(A"I)9 IT, A)9R; / IRCST$+(RS


5/7

ProjectAenda

Step *

Team "eader trainin

Team "eader TraininTopics

The Contact Centre TeamLeaderKs role

Team Leadership StrategHTeam +evelopmentLeadership SkillsCoaching =or successCall monitoring and the P.E

@ormConducting !otivating

"rieIngs+eveloping scripts


6/7

ProjectAenda

Step

Post!trainin call assessment @coachin

Gmplementing the ne7 learning "ack tophonesF

Call !onitoring and post trainingevaluation

Script eectiveness revie7@ine tuning rep skills and dialogue

Gndividual so=t skills evaluation reportdevelopmentPro,ect report development and deliverHMas the skills gap been Illed?ne to ne Coaching =or Inal touches@urther improvement plan development+elivering motivational activities to team

leaders

=ollo1 up 0isit ' 1eeks later $ptional since it is charealeDA =ollo7-up skills retention e;ercise shall be per=ormed ) 7eeks a=tercompletion o= the pro,ect in order to evaluate per=ormance once againand to provide recommendations =or =urther improvement. This sessionshall be classroom stHle ) hours per group trained. SubseDuentlH' !r.

Shahrukh shall be available =or ad-hoc inDuiries =rom trained agents andteam leaders through phone or email.


7/7

PS+B Appro0edCall Centre

Trainer

E6?%'*'8

presentation call centre customer service helpdesk training

Documents