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Customer Handling Skills for Call-centre Representatives
Course Objectives
At the end of this training, participants would:
- understand the nuances of body language and verbal skills
- appreciates aspects of verbal communication such as tone, cadence, and pitch
- understand questioning and listening skills
- know how to deliver bad news and say “no”
- learnt effective ways to negotiate
- appreciate importance of creating and delivering meaningful messages
- use tools to facilitate their communication
- know the value of personalizing their interactions and developing relationships
- use vocal techniques that will enhance their speech and communication ability
- apply personalized techniques for managing stress.
- Target Competencies
- Essential Telephone skills with customers
- Customer orientation
- Emotional control
- Empathic outlook
- Flexibility in service delivery
- Developing call script
- Self-confidence
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