Call Centre and Help Desk Training for Agents, Csrs And Advisors

dancing lion training & consultancy
In company
2 opiniões

£337 - (R$1.422)

Informação importante

  • Curso
  • In company
  • Duração:
    2 Days
  • Quando:
    à escolha

What is the difference between poor and excellent service, as perceived by the customer? Frequently it is down to the awareness and communication skills of the agent to generate a positive experience. If you or your team talk to the customer we can help develop awareness confidence and communication skills to provide excellent customer service and satisfied customers. Below is a generic course outline. This can be used as a basis to tailor to your specific objectives such as inbound or outbound customer service, sales, customer loyalty, mystery shopping and sign posting.

This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.

Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.

Informação importante

Instalações e datas

Início Localização
à escolha


Training Manager
O melhor Dancing lion designed and delivered a fantastic cross-cultural training programme for our Indian contact centre clients. They were a delight to work with: professional, personable and reliable. The training was extremely well received by our Indian clients and really helped to bridge cross-cultural issues.

A melhorar N/A.

Curso realizado: Maio 2016 | Você recomendaria esse centro?
Online Gaming Company Sweden
O melhor The trainer was very good.

A melhorar Nothing.

Curso realizado: Abril 2015 | Você recomendaria esse centro?

O que se aprende nesse curso?

Community Nursing
Call Centre
Customer Care
Conflict Resolution
Problem Solving
Customer Service
Communication Skills
Communication Barriers
Communication Training
Confidence Training
Call Handling
Customer Manager
Customer relationship
Communication Training
Problem Solving
Problem Solving
Communication Training


Programme objectives

To develop participants communication and customer service skills so that they represent the company brand, meet and exceed customer expectations and ensure satisfaction. This programme will show:

  • ❖ how to create an excellent customer experience
  • ❖ why the language you use is vital to generating cooperation and trust
  • ❖ how vocal tones can create positive and negative messages
  • ❖ how to avoid communication barriers and misunderstandings
  • ❖ how to develop active listening skills
  • ❖ how to guide the conversation to a positive outcome
  • ❖ how to deal with criticism, consideration and objections
  • ❖ how to respond to complaints, difficult calls and defuse conflict
  • ❖ how to maintain a positive mindset in the face of negativity


Participants who can communicate with skill, confidence and respect.

Participants who are re-inspired about their own contribution to the business.

What outcome are you seeking? This programme is about equipping your people to achieve your business objectives