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

dancing lion training & consultancy
In company

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  • Curso
  • In company
  • Quando:
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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.

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O que se aprende nesse curso?

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


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