Agent Training Services

Training services are provided in conjunction with our contact center production partner ECCO. Efficient and effective agents are also important to generating customer loyalty.

Training services are provided for agents in the area of telephone skills, and certification is determined through a qualifying examination process.

The following modules are covered:

Tele-Skills

1 - Introduction to Customer Service

The relationship between superior customer service and customer retention

• Why customer service matters.
• Customers and business
• Effects of superior service on customer loyalty and retention

• People want good customer service
• Personal attention
• Say "No" by saying yes.
• Employee competence
• Promptness

3- Introducing essential customer service skills

• Empowerment
• The service attitude
• Active listening
• Patience and persistence.

4- Introducing advanced essential customer service skills

• Questioning techniques
• Product knowledge
• Provide information and build relationship
• Establishing rapport, building goodwill and creating trust.

5- Handling difficult customers

• How to reach customer delight through effectively handling complaints and calming upset customers.
• Handling anger and aggression professionally and turning a negative experience into a positive one.
• How to handle complaints and deal with angry customers.
• Customer service analysis
• Techniques for diffusing anger and aggression as well as staying calm in stressful situations.

6- Enriching customer's product/service value

Highlighting the value of great customer service, complimentary products and services; rules to add value to the initial commodity and head towards successful customer retention.

• Teams, are they important? Why?
• Companies who give great customer service are more successful offering complimentary services or products.
• Teams, good team member characteristics.