Training services are provided in conjunction with our contact center BPO 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 are some of the modules covered.
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
Elements of good customer service
- What are the elements of good customer service? What do customers really want and how does a professional Customer Service Representative exceed customer's expectations.
- People want good customer service
- Personal attention
- Say "No" by saying yes.
- Employee competence
- Promptness
Introducing essential customer service skills
- Empowerment
- The service attitude
- Active listening
- Patience and persistence
Introducing advanced essential customer service skills
- Questioning techniques
- Product knowledge
- Provide information and build relationship
- Establishing rapport, building goodwill and creating trust
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
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
About ECCO
ECCO is a fast-growing provider of outsourcing, in sourcing and co sourcing contact-center services. ECCO is one of the leading players in the business-process-outsourcing-solution market.
