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7/25/2019 Presentation Call Centre Customer Service Helpdesk Training
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Probe . Listen . Empathize . Articulate . Solve . End
The PLEASE !Workshops
Call Centre Customer Care SkillsPre-training assessment Training Post-training re-assessmentcoaching
Trainer/Presenter:Shahrukh !oghal
PS!" Approved TrainerE!P#$%
Principal Consultant
Quality Input Resources Sdn. Bhd.&-$' P($' )A *alan +anau Sau,ana' *alan /enting 0lang' $1122 0uala Lumpur
Tel3 #21-%1%41 !obile3 5#2)1)&4)%2 Email3 shahrukh6contactskills.com
7eb3 http388777.contactskills.com8customer9service9training.html
Training R Consultancy
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7/25/2019 Presentation Call Centre Customer Service Helpdesk Training
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Call Centre Customer CareSkills
Project Aenda
Pre!trainin call assessment
Aent trainin
Team "eader trainin
Post!trainin call assessment#$ne to one coachin# Reportin results
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7/25/2019 Presentation Call Centre Customer Service Helpdesk Training
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ProjectAenda
Step %
Pre!trainin call assessment
. !anagement meeting :nderstanding e;isting service levels hat are the current team leadership activities? Current statistics e.g Abandoned call rate' @C< rate +os and donts =or the consultant Signing o= B+A i= reDuired
). Call Assessment
.Assessing recorded calls Selected agentsF.
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7/25/2019 Presentation Call Centre Customer Service Helpdesk Training
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ProjectAenda
Step '
Aent trainin
%.PR$B(3 The art o= uncovering customerissues through strategic Duestioning skills.+eveloping the right Duestions to use =orvarious service situations.
'."IST()3 There is a strong link bet7eeneective listening and service success. >elearn ho7 to understand the customerKs
perspective through active Listening.*.(+PAT,I-(3-+evelop emotionalintelligence and the niche =or looking atthe 7orld =rom the customerKs point o=vie7. Put Hoursel= in the customers shoes.
.ARTIC"AT(3 Learn to use 0oice and1ords in a 7aH to generate customer
reactions such as sense o= rela;ation'relie=' peace o= mind and above all...trust.:tilize various elements o= voice such astone' pitch' in2ection' 0olumeand rateo3 speech in order to calm and directdicult customer situations
4.S$"5(3 +ialogue development phase.
+eveloping dialogues =or various customerinteractions using the [email protected].()73 End the interaction 7ith an E;tra
8. 7(A"I)9 IT, A)9R; / IRCST$+(RS
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ProjectAenda
Step *
Team "eader trainin
Team "eader TraininTopics
The Contact Centre TeamLeaderKs role
Team Leadership StrategHTeam +evelopmentLeadership SkillsCoaching =or successCall monitoring and the P.E
@ormConducting !otivating
"rieIngs+eveloping scripts
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7/25/2019 Presentation Call Centre Customer Service Helpdesk Training
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ProjectAenda
Step
Post!trainin call assessment @coachin
Gmplementing the ne7 learning "ack tophonesF
Call !onitoring and post trainingevaluation
Script eectiveness revie7@ine tuning rep skills and dialogue
Gndividual so=t skills evaluation reportdevelopmentPro,ect report development and deliverHMas the skills gap been Illed?ne to ne Coaching =or Inal touches@urther improvement plan development+elivering motivational activities to team
leaders
=ollo1 up 0isit ' 1eeks later $ptional since it is charealeDA =ollo7-up skills retention e;ercise shall be per=ormed ) 7eeks a=tercompletion o= the pro,ect in order to evaluate per=ormance once againand to provide recommendations =or =urther improvement. This sessionshall be classroom stHle ) hours per group trained. SubseDuentlH' !r.
Shahrukh shall be available =or ad-hoc inDuiries =rom trained agents andteam leaders through phone or email.
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PS+B Appro0edCall Centre
Trainer
E6?%'*'8