Customer Support
Instructor- Led Virtual/In-person Workshops - 10 Modules / 6 Hours
Self-Paced E-Learning - 5 Modules / 3 hours
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Today, customer support interactions encompasses beyond calls and meetings to the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.
With our “Non-Telephone Customer Support” workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Workshop Objectives -
Define customer support
Know the different venues for customer support
Recognize challenges of customer support
Learn different applications
Know proper forms of documentation
Learning to be proactive in customer support
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The Customer Service Essentials workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Workshop Objectives -
State what customer service means in relation to all your customers, both internal and external
Recognize how your attitude affects customer service
Identify your customers’ needs
Use outstanding customer service to generate return business
Build good will through in-person customer service
Provide outstanding customer service over the phone
Connect with customers through online tools
Deal with difficult customers
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For many people, the term Contact Center relates to sales calls and telemarketers, but a contact center can provide customer support, information technology support, and much more. The key to offering great customer experience is in the training.
A well-trained contact center employee can be the difference between gaining more customers and losing them. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
With our “Contact Center Training” workshop, your participants will discover the basic elements of being an effective employee of a contact center.
Workshop Objectives -
How to get management involved in training.
Why peer training works.
Manners are important.
How to build rapport with the callers.
How to deal with difficult customers.
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Phone skills are a highly valuable tool to have in any employee's skill-set, and Call Center Training will help provide those skills. This course will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current cliental. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and maintaining a useful skill set.
Workshop Objectives -
Define and understand call center strategies.
Identify different types of buying motivations.
Create SMART Goals.
Become familiar with strategies that sharpen effective communication.
Use proper phone etiquette.
Set benchmarks.
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Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need.
With this workshop, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Workshop Objectives -
Cultivate a positive attitude
Manage internal and external stress
Develop abilities to listen actively and empathize
Build a rapport with customers in person and over the phone
Understand the diverse challenges posed by customers
Develop strategies to adapt to challenging circumstances