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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
• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact
Management
• Best Practice, world-class Contact Center
Best Practice in Customer Service
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The Spirits of Best Practice
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Break the Norm
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Take Control
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How to create “Little Nice Surprise”
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Doing no wrongs vs being appreciated
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Win-Win-win
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The Arts of Words - F.A.S.T.
How to Say “NO”
Strategic Customer Service Skills - Learn the formula on
how to:
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Improve Efficiency
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Create Consistency
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Manage Customer Expectation
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Reduce Potential Complaints
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Increase Customer
Satisfaction
Complaints Handling
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Impact & Benefits of Complaints
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Steps of Effective Complaint Handling
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Dos and Don’ts in Complaint Handling
Handling Difficult Customers
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Know your difficult customers
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Develop
communication strategies
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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