Probe. Listen. Empathize. Articulate. Solve. End ™ The PLEASE ! Workshops ™ Call Centre Customer...
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Probe . Listen . Empathize . Articulate . Solve . End ™ The PLEASE ! Workshops ™ Call Centre Customer Care Skills Pre-training assessment Training Post-trai assessment 1 to 1 coaching Trainer/Presenter: Shahrukh Moghal PSMB Approved Trainer EMP1654 Principal Consultant Quality Input Resources Sdn. Bhd. 7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur Tel: 603-23326665 Mobile: +60123278240 Email: [email protected]web: http://www.contactskills.com/customer_service_training.html Training R Consultancy
Probe. Listen. Empathize. Articulate. Solve. End ™ The PLEASE ! Workshops ™ Call Centre Customer Care Skills Pre-training assessment Training Post-training
Probe. Listen. Empathize. Articulate. Solve. End The PLEASE !
Workshops Call Centre Customer Care Skills Pre-training assessment
Training Post-training re-assessment 1 to 1 coaching
Trainer/Presenter: Shahrukh Moghal PSMB Approved Trainer EMP1654
Principal Consultant Quality Input Resources Sdn. Bhd. 7-15, PV15,
2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur
Tel: 603-23326665 Mobile: +60123278240 Email:
[email protected] web:
http://www.contactskills.com/customer_service_training.html
Training R Consultancy
Slide 3
Call Centre Customer Care Skills Project Agenda Pre-training
call assessment Agent training Team Leader training Post-training
call assessment, One to one coaching, Reporting results
Slide 4
Project Agenda Step 1 Pre-training call assessment 1.
Management meeting Understanding existing service levels Review of
the existing service dialogue Satisfaction and dissatsfaction
levels What are the current team leadership activities? Current
statistics e.g Abandoned call rate, FCR rate Dos and donts for the
consultant Signing of NDA if required 2.Call Assessment Assessing
recorded calls (Selected agents) Rep skill level, Rep telephone
behaviour Dialogue effectiveness Identifying Strengths and
weaknesses in order to develop customized training modules
Assessing recorded calls made by a minimum of 10 CSRs Developing a
Pre-Training Call Performance Assessment Report Adjusting /
tailoring training modules according to findings of the
report.
Slide 5
Project Agenda Step 2 Agent training Probe Listen Empathize
Articulate Solve End 1.PROBE: The art of uncovering customer issues
through strategic questioning skills. Developing the right
questions to use for various service situations. 2.LISTEN: There is
a strong link between effective listening and service success. We
learn how to understand the customer's perspective through active
Listening. 3.EMPATHIZE:-Develop emotional intelligence and the
niche for looking at the world from the customer's point of view.
Put yourself in the customers shoes. 4.ARTICULATE: Learn to use
voice and words in a way to generate customer reactions such as
sense of relaxation, relief, peace of mind and above all...trust.
Utilize various elements of voice such as tone, pitch, inflection,
volume and rate of speech in order to calm and direct difficult
customer situations 5.SOLVE: Dialogue development phase. Developing
dialogues for various customer interactions using the PLEASE
Framework. 6.END: End the interaction with an Extra Miler to give
the customer a chance to express need further. Open the door for
your next follow up call if required. 7.DEALING WITH ANGRY / IRATE
CUSTOMERS 8.EFFECTIVE EMAIL WRITING ETIQUETTE 9.ROLE PLAY, ROLE
PLAY, ROLE PLAY
Slide 6
Project Agenda Step 3 Team Leader training Team Leader Training
Topics The Contact Centre Team Leader's role Team Leadership
Strategy Team Development Leadership Skills Coaching for success
Call monitoring and the P.E Form Conducting Motivating Briefings
Developing scripts
Slide 7
Project Agenda Step 4 Post-training call assessment &
coaching Implementing the new learning (Back to phones) Call
Monitoring and post training evaluation Script effectiveness review
Fine tuning rep skills and dialogue Individual soft skills
evaluation report development Project report development and
delivery Has the skills gap been filled? One to One Coaching for
final touches Further improvement plan development Delivering
motivational activities to team leaders Follow up visit 2 weeks
later (Optional since it is chargeable) A follow-up skills
retention exercise shall be performed 2 weeks after completion of
the project in order to evaluate performance once again and to
provide recommendations for further improvement. This session shall
be classroom style 2 hours per group trained. Subsequently, Mr.
Shahrukh shall be available for ad-hoc inquiries from trained
agents and team leaders through phone or email.
Slide 8
PSMB Approved Call Centre Trainer +60123278240
[email protected] www.contactskills.com