To help call-centre staff answer customer enquiries effectively and professionally.
About the programme
Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! However, it often requires more than just a good telephone manner to deal with these types of people: good training is essential.
In a fun and friendly way, this programme shows how customers can be kept satisfied and loyal to an organisation. It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.
All levels of call-centre staff will be able to add value to their service, and develop as agents who are able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.
The key outcomes
- Learn techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach
- Keep customers loyal to your business
All Video Arts e-learning courses come embedded with our award-winning video: so your people are more likely to engage in the training and retain the messages. This two-hour course can be taken in bite-sized chunks and is designed to let your employees dip in and out for self-paced learning.
- Read the customer
- Manage emotions
- Map the call
- Add value
A Video Arts production featuring Dawn French, Beverley Hills, Denis Lill and Andy Taylor.