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Virtual Training on Call Centre Training

By: Tom Associates Training  

Lagos State, Nigeria

27 - 29 Oct, 2021  3 days

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NGN 123,625

Venue: 5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos

We provide the foundation for quality customer service and focuses on building life-long customer relationship strategies.

Course Contents

Day One

Introduction to Customer Service

  • What Is Customer Service?
  • Developing a Customer-Centric Mindset
  • Who Are Your Customers?
  • Internal Customers
  • External Customers
  • When and Where Does Customer Service Take Place?
  • The Need For Customer Service
  • What Does Customer Service Mean To You?
  • Ways to convert Bad Experiences to wowing Experiences
  • Developing a Customer Friendly Attitude
  • Excitement is Contagious.

Customer Service: Communication Skills

  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language _ Key Body Language Aspects
  • Physical Distance _ Verbal Communication Skills
  • Choice of Words-Tone Of Voice
  • The Choice Of Words
  • Being Positive
  • Inflection
  • Energy
  • Volume.

Customer Analysis: Knowing your Customer

  • Knowing Your Customer
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Behavioral Style
  • Determining Your Level of Service

Day Two

Calming Upset Customers

  • What Makes Customers Upset?
  • Avoiding Upsets
  • What Can You Do To Avoid Upsets?
  • 5 Key Steps to Calming Upset customers
  • Accurately identify the problem.
  • Confirm The Customer’s Value
  • Synchronize and Summarize
  • Conclude By Affirming The Customer’s Value Again
  • What to Do When You Are Upset?

Telephone Customer Service

  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Recommendations
  • Transferring A Call
  • Taking A Message
  • Voice Mail
  • Closing The Call.

Internet Customer Skills

  • The Internet Customer
  • E-Mail
  • E-mail Communication Guidelines
  • Online Chat
  • Internet Customer Skills
  • Scripted Responses
  • Introduction 
  • Placing a Chat on Hold
  • Closing a Chat session
  • Websites
  • Knowledge base
  • Customer Online Support.

Day Three

Time Management Strategies

  • Time Management
  • Taking Control of Your Time
  • Time Analysis: Task Identification _ Task Analysis
  • Personal Suitability
  • Efficiency
  • Task Analysis
  • Task Prioritization
  • Relative Importance
  • Time-frame
  • Time Wasters.

Stress Management Strategies

  • Stress Management _ What is Stress?
  • What Causes Stress?
  • Stress Symptoms
  • What Can Be Done To Manage Or Even Eliminate Stress?
  • Do Something That You Love
  • Don’t Feel Responsible To Solve Every Situation 
  • Have A Hobby
  • Rest, Take That Vacation
  • Exercise
  • Be Organized
  • We All Make Mistakes.
5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos Oct 27 - 29 Oct, 2021

Registration: 08:30:am - 09:00:am

Class Session: 09:00:am - 02:30:am

NGN 123,625.00(VAT Inclusive)
(Convert Currency)

Mr Abiodun Toki 08033019120

Discount of 5% to 3-4 Participants from Same Organization. Discount of 10% to 5 or More participants from Same Organization.

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