Quality Customer Relations (QCR) workshop

We live in an age of instant gratification, where most service is expected to be rendered within 24 hours, if not immediately. Customers are more demanding, and expectations are rising. As a result, quality customer relations delivered by front line agents has never been more critical to business success. This highly interactive 1-day workshop will provide your new customer service agents with the skills and knowledge necessary to:

• Demonstrate increased telephone professionalism
• Adapt their individual communication style through voice, speed and tone to suit different customers
• Apply active, empathetic listening with questioning techniques for complete understanding of customer needs
• Manage the conversation with an assertive action-oriented approach
• Effectively address and satisfy a difficult or irate customer
• Identify revenue opportunities for maximised customer contacts
• Improve personal effectiveness through time and stress management

By learning and applying superior customer service techniques on every call, your contact centre agents will strengthen their customer relationships, resulting in long term loyalty to your business. The Workshop would also be personalised to the unique requirements of your Contact Centre.

Course Content:

Key workshop topics included:

• The value of the customer service role
• How to meet and exceed client expectations
• Best telephone etiquette practices
• Development of rapport through effective voice communication
• “First Aid” for working with accents
• Listening effectively using active and interactive skills
• Questioning techniques for maximum call efficiency
• Managing client conversations that go off topic
• Assertiveness techniques
• Professional phrases
• Ten step process for handling customer complaints or other difficult calls
• Handling clients who are abusive
• Declining with diplomacy
• Controlling emotional reactions
• Maximising the contact value by identifying further business opportunities
• Enhancing personal effectiveness through stress and time management