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3 Reviews
Call centers are one of the most important marketing tools in serving distinguished customers and meeting their needs and expectations through professional communication with them, managing their objections and responding to their complaints. It is also an important tool in achieving customer satisfaction and loyalty to ensure repeat purchases. This training program focuses on providing participants with verbal and nonverbal communication skills, persuasion and influence skills, and enhancing professional behavior, in addition to developing techniques for dealing with the telephone, responding to objections, managing complaints and following up to achieve a unique customer experience.
3 Reviews
Call centers are one of the most important marketing tools in serving distinguished customers and meeting their needs and expectations through professional communication with them, managing their objections and responding to their complaints. It is also an important tool in achieving customer satisfaction and loyalty to ensure repeat purchases. This training program focuses on providing participants with verbal and nonverbal communication skills, persuasion and influence skills, and enhancing professional behavior, in addition to developing techniques for dealing with the telephone, responding to objections, managing complaints and following up to achieve a unique customer experience.
Banking
Capital Market
Insurance
Financing
Customer Care
Delivery Channels +3
Customer Care
Delivery Channels
Investor Relations
Marketing
Sales and Distribution / Intermediaries
Customer Orientation
Not Exist
Lecture
Case Studies +3
Lecture
Case Studies
Brainstroming
Dialogue Teams
Role-play
Pre Exam
Post Exam
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- +3
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Purchase Program
( 0)Available
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This provides you with the opportunity to select the available times that suit you best for participation in our program. These times represent slots during which we are ready to welcome you and provide assistance and guidance.
In Class Training
Outstanding service concept
The importance of service in call centers
Customer Experience Concept
How do we provide customer experience over the phone
Service quality standards
The difference between regular service and premium service
Customer expectations concept
?How to exceed customer expectations?
Bases provide excellent service
Bad service cost
Service Excellence Scale
In Class Training
The concept of telephony
Techniques of using the phone
(before, during and after) communication processes
Drafting and speaking techniques
Active listening techniques and stages
Techniques of persuasion and influence
Body language techniques behind the phone
Techniques to end a phone call
Types of characters over the phone
How do you deal with difficult personalities over the phone?
How do you deal with inappropriate behavior over the phone?
In Class Training
Telephone reception techniques
The concept of customer objections
How to deal with objections
The difference between objections and complaints
Complaints management over the phone
Techniques of sales closing operations over the phone
Follow-up techniques
Professional conduct in dealing with clients
Positive language in dealing with customers
How to achieve customer satisfaction through call centers
Recognize the concepts and techniques of distinguished service to achieve a unique and distinctive customer experience.
The ability to discover and analyze customer expectations to achieve superiority over customer.
Enhancing verbal and nonverbal communication skills over the phone through the effectiveness of listening, speaking, persuasion and influencing skills.
Using positive language with customers by promoting professional behavior in dealing with customers over the phone.
Apply effective communication skills and refinements by responding to objections, managing complaints and effective follow-up.
