Communication Skills For Call Centre Staff by dfhrf555fcg


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									                 Communication Skills For Call Centre Staff

Call centre staff are the front-line ambassadors for their organisation. Their
ability to handle and control dialogue with customers over the telephone is
essential for building and developing relationships. Listening and
understanding what the person is really saying is a fundamental skill for call
centre staff to explore and learn.

This course looks at communication skills and examines the stated reasons
for the call and the underlying emotional drivers that may exist. It identifies
how to deal with complaints and objections. Ensuring that calls are answered
effectively and efficiently but at the same time ensure that the caller feels
heard. It is important to make sure that the caller is being satisfied rather than
just feeling satisfied. This is coupled with personal effectiveness to enable
that the Call Centre staff’s time is managed and that stress levels are

Who will the course benefit?

All those working in a call centre who want to become more effective in
creating good working relationships with internal or external customers.

Course Objectives:

To provide call centre staff with the tools, techniques and skills to
communicate effectively with colleagues and customers.

Course Duration: 2 days
This course will enable delegates to:

      Recognise their preferred communication styles and how to work more
       effectively with others

      Build rapport quickly with callers

      Handle difficult or challenging situations

      Utilise a memorable method of fact finding and problem solving

      Display positive thinking to aid self-confidence

      Manage stress

      Understand how time management can assist with their daily priorities

      Refresh their basic communication skills such as listening, questioning,
       explaining and using their voice
Course Content

Building Relationships

      The implications of good and bad service
      The importance of relationships

Communication Styles

      Our own styles
      How to build bridges with other styles
      Conflicts


      Using voice and tone to build rapport
      Empathising
      Pacing the customer

How to Develop Trust and Responsiveness

      The core ingredient of trust
      How to make the customer feel understood

Questioning and Listening Skills

      Using questions to gain control
      Using funnel questions to probe
      Using open questions to obtain information
      Listening and interpreting what you are hearing

Positive Thinking

      Controlling our emotional response
      Remaining logical and in control

Stress and Time Management

      Tools for managing stress
      Using SMART objectives to manage time

Problem Solving
    Avoiding prejudging the situation
    Using effective questions to lead to clear understanding
    Pacing the caller

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