Advanced Customer Service for Call Center | Soft Skills Training | NADIA Training Institute

At NADIA, we provide professional level courses that enables our students to meet on-the-job challenges in the dynamic corporate environment...

Advanced Customer Service for Call Center

Advanced Customer Service for Call Center

Duration: 20 Hours

Learn to win customers and maintain long term customer relations.
 
Course Contents:
 
  • Introduction to Call Center
  • Effective First Impressions
  • Create an unforgettable First Impression
 
Recognizing Customer Needs
 
  • Impression
  • Make customers feel important
  • Body Language
  • Cultural Awareness
 
Communication Skills
 
  • What is Communication?
  • Styles of Communication
  • Communication Networks in an organization
  • Active Listening
  • How to Communicate in Different Situations
 
Call Handling Skills
 
  • Telephone and Email Etiquette
  • Confidence over the phone
  • Customer Service Via the telephone
  • Some words to use and avoid
  • How to say ‘No’
 
 
Customer Interest
 
  • Generate Customer Interest
  • Manage Customers’ Expectation
  • Upselling and Cross Selling
  • Complaint Resolution
  • Internal Customer Service
  • Following Company Guidelines
  • Customer Loyalty
  • Customer Surveys

 

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