Detailed Course Information |
May 08, 2024
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 | Select the desired Level or Schedule Type to find available classes for the course. |
| CGU 127 - Call Center Skills |
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Call center workers at all levels fulfill a role of unique importance. Serving as the very frontline representatives for the organization as a whole, they are the first and often the only point of contact many customers encounter. As such, call center employees carry the brand’s reputation and professional position squarely on their shoulders. In this very interactive 2 days’ workshop, we will be covering and tackling core competencies for call center agent by which you can perform the required job with excellence and differentiation. DAY 1 MODULES: 1- Introduction to Call Centers and information about the industry. 2- The true cost of losing a customer. 3- Call center KPIs (Key Performance Indicator) 4- Definition of the customer experience and how it’s created. 5- How mindset makes a difference “To Play from a 10” 6- What’s Empathy “ERA model by Belinda Parmer” 7- Being solution focused. DAY 2 MODULES: 1- The power of Positive Language 2- Creation of “Voice Personality” 3- Types of Questions “including TED model” 4- Effective listening and listening sabotages. 5- Successful communication over the phone 6- The difference between Advantages vs. Benefits. 7- Ownership is key to perfect experience 8- Handling objections “APAC model” 0.100 TO 1.000 Continuing Education Units 0.100 TO 1.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture SCE Career Development Department Restrictions: Must be enrolled in one of the following Programs: Call Center Skills Must be enrolled in one of the following Levels: Continuing Education Must be enrolled in one of the following Colleges: School of Continuing Education Must be enrolled in one of the following Departments: SCE Career Development |
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