The Contact Centre Induction
The Contact Centre Induction
The Contact Centre Induction
The Fundamentals for your Customer service Team
This is an intensive 3-day programme that we run virtually for new contact centre agents or agents that need some extra help in role. The programme covers all the key aspects of the customer service role and supports contact centre leaders to upskill new recruits to improve their speed to competence and build confidence in handling customer calls, difficult conversation, complaints and vulnerable customers.
The Programme
DAY ONE
> Effective Communication skills – Building rapport, empathy and effective listening techniques
> Defining Great Service – Understand what makes great customer service
> Mindset matters – Managing your own mindset, your strengths & personal awareness
> Ownership & Positive Language – Acknowledging and accepting responsibility
DAY TWO
> Understand your Customers Mindset – Putting yourself in your customers shoes
> Understanding changing Customer Expectations – What customers expect and how we live up to these
> Handling Difficult Conversations – How to deliver a difficult message without making things worse
> Customer Vulnerability – Identify and manage customer vulnerability
DAY three
> Customer Experience & Customer Service -Understanding the role you play in both
> Critical thinking for Contact centres – How to problem solve effectively
> Complaint handling – The 5 key steps for managing the Complaints process
> Customer role play – Real life scenarios to prepare you for the contact centre
3 day Virtual event – Face to Face Available
Ticket price
£1250 per delegate – Group discounts available
No Upfront payment – Invoice on booking
Customer Service Fundamentals – January 2023
3 Days 17th, 18th, 19th January (Wed/Thurs/Friday)
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Customer Service Fundamentals – April 2023
3 Days 19th, 20th, 21st April (Wed/Thurs/Friday)
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Customer Service Fundamentals – September 2023
3 Days 20th, 21st, 22nd September (Wed/Thurs/Friday)
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