Call Center CD-Rom Training Software: Inbound Customer Service

Training Course Description / Outline:

In Call Center Training: Inbound Customer Service, you will identify what challenges come from the situation, the caller, and the environment. The training program will teach you what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs.

Learn To

• Understand your role as a representative of your company.
• Maintain a positive attitude when providing service.
• Open and close a customer service telephone call properly.
• Solve a customer's problem.
• Handle a situation with an angry caller.

Training Audience

The target audience for this training program is employees who provide customer service in a credit card center.

Total Training Time

2 to 4 hours

Training Objectives

Unit 1: Background Information (0.5 - 1 hour)

• Recognize the importance of call center service.
• Understand your role as a representative of your company.
• Know the benefits of satisfying customers.
• Identify the guidelines you should follow to provide excellent service.
• Simulation Overview:
• Each of the simulations allows you practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each simulation.

Unit 2: Opening the Call (0.5 - 1 hour)

• Maintain a positive attitude when providing service.
• Use your voice to convey effective customer service.
• Emphasize the positive to your customers.
• Identify different types of customers.
• Open a customer service telephone call properly.
• Simulation Overview:
• In this simulation, you are a Customer Service Representative answering incoming customer calls. You will be working in the credit card application department, serving several customers with various needs. The diverse situations will require you to use your skills and leave each caller with a positive impression of your company.

Unit 3: Satisfying Customers' Needs (0.5 - 1 hour)

• Understand the QLC process.
• Ask your customers appropriate questions.
• Listen effectively to customers.
• Confirm a customer's request.
• Take action to fulfill a customer's request.
• Simulation Overview:
• In this simulation, you are a Customer Service Representative handling callers who have various needs. You must answer questions and take action in order to meet their needs. Each situation requires you to have a positive attitude and build good relationships with your customers.

Unit 4: Closing the Call (0.5 - 1 hour)

• Identify the sources of challenges you will face.
• Solve a customer's problem.
• Recognize angry callers' needs.
• Handle a situation with an angry caller effectively.
• Close a customer service telephone call successfully.
• Simulation Overview:
• In this simulation, you are a Customer Service Representative handling several callers who have problems. You will need to identify each customer's problem, recognize their specific needs, and develop a solution. Each situation will require you to make use of company policy in order to solve the problem.

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