Let
us unlock the secrets of the best call centers in the US and find out how to apply them in your organization. We teach your customer service call
center personnel how to delight your customers with smiling voices and a truly helpful attitude. We are a customer
service call center training company offering solutions that improve the way your customer service group communicates with customers. Our goal is to delight your
customers with friendly people who interact with your customers in positive ways. We specialize in customer service call center training, supplying proven
communication skills, innovative ideas and proven techniques on customer service call centers that translate into higher revenue, lower customer
turnover and reduced stress on your customer service contact team.
Our seminar delivers workable plans, strategies and success secrets guaranteed to improve your operations and boost the efficiency of your call center.
Our customer service call center sales training
seminars provide you with real-world solutions to help you improve operational performance and achieve better business results. We are totally dedicated to
fostering your development as a call center professional. Our customer service call center training is used by world-class
call centers like American Airlines and other fortune 1000 companies. We are able to draw upon the best-practices, phone skills, communication skills and procedures
used by the largest companies in the US.
Our call center customer service telephone training program is an intensive instructor-led program delivered at your location. It
provides all your call center, help desk and phone professionals with the best-practices and techniques used by world-class call centers. The ultimate
goal is to maximize your call center productivity and quality. During our onsite call center customer service sales training your people will learn how to:
Immediately build rapport and connect with customers
Reduce repeat calls by getting it right the first time.
Use professional call management procedures to handle every call
Use voice tone, pacing, vocal variety, diction, emphasis and active listening to build empathy
Disarm unhappy complaining customers with delightful telephone etiquette
techniques
Increase call productivity and quality
Up-sell and cross-sell techniques for existing customers.
Customer recover techniques to turn dissatisfied customers into repeat buyers
Manage stress, self image and attitude problems
With our customer service call center training, your telephone professionals
will learn the core phone skills and techniques to maintain world-class phone standards. Our customer service call center training empowers your service representatives to up-sell and cross-sell to every
customer and increase customer loyalty. We show them how to make up-selling and cross selling selling a
natural part of every service process. In our customer service call center sales training seminar, your agents and phone
professionals will be taught the best-practices of phone skills used by today's world-class call centers and help desks companies, including:
Proper greeting, request to hold, and how best to transfer calls
Vocal qualities like tone of voice, articulation, pacing, mirroring, enunciation and conversational flow
How to develop empathy and creative listening skills to build rapport and agreement
Problem-solving techniques, a Socratic questioning approach, and solution oriented conversation
How to gain customers' acceptance of the agents suggestions
How to politely say no to unjustified requests
Negotiating ski9lls and solutions for difficult customers
How to resolve complaints and save accounts
How to take responsibility and ownership of all customer requests
How to overcome their natural aversion to selling
How to conduct productive up-selling and cross-selling
We use state-of-the-art learning methods to deliver the customer service call
center training that will delight your customers. We use extensive roll play, interaction, skill drills and line practice to
make learning fast, effective, and exciting. We encourage video taping
the customer service training so you can quickly train future hires using your own video library. We teach 100's of telephone techniques that are specifically related to
your products and services. We encourage team-building activities to make your customer service team more cohesive and
company oriented. We provide useful soft tools that will show you how to hire and coach customer-focused employees, monitor agent skill use and provide objective
feedback, measure customer needs and satisfaction, build teams, reengineer phone processes, build internal customer focus. We suggest employee recognition programs that recognize
employees who are exceptional. . The result is employee motivation, empowerment, cooperation, team-work and internal customer focus. We offer the very best in leading edge,
high-quality services for call center management professionals. We help individuals and organizations understand the dynamics of today's customer contact environment to improve performance and
achieve superior business results.
Benefits of Attending Our Call Center Training Seminars
- Our programs are delivered by the top trainers who know and understand call center problems..
- We work within your working call center. No academic nonsense or theoretical
baloney.
- Our call center training seminars build a common understanding
throughout your organization.
- We have first-hand knowledge of the
call center environment.
- We offer
practical solutions that work in 2004.
- We offer objective
recommendations. We don't pull any punches or soft peddle our recommendations.
- With our call center training seminars learning occurs in a stimulating atmosphere that is
both productive and fun.
Do you experience any of these problems at your call center?
- Bottlenecks and busy signals during peak call volume periods
- Overstaffing when call volume is low
- Burned-out disgruntled employees
- More than your share of unhappy customers
- Excessive payroll costs
With our objective recommendations you
can: - Prevent sales losses
- Cut staffing costs
- Enhance customer satisfaction
- Reduce employee turnover
- Minimize training expense
Call Center Training
How We Can Help Your Call Center Customer Service Performance.
If your call center is plagued with turnover, sour apples, attitude problems, inexperienced personnel
or undesirable complaints, our results oriented coaching program can diagnose the problems and prescribe a practical low cost remedy. Well provide you with an accurate performance assessment, communicated
in a constructive and results-oriented manner that agents, coaches and your entire organization will find useful.
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