Customer Service Fundamentals – Contact Centre Induction

Oct 12, 2022

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  • Customer Service Fundamentals - Contact Centre Induction
     September 20, 2023 - September 22, 2023
     9:30 am - 4:30 pm

This 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.

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

Venue: