Training objectives:
Starting from the actual needs of front-line employees in the customer service center, cultivate the sense of professional mission of customer service personnel, and adjust the service mentality and role orientation; Standardize the voice service skills of service personnel, and make the voice, tone, intonation, polite language and coping skills professional to represent the overall service image of the company; Telephone service skills of Coach customer service staff, such as language communication skills, complaint handling skills, contingency skills, etc. Cultivate the psychological endurance of customer service personnel, make them have psychological adjustment ability, learn to treat all kinds of problems in customer service with a peaceful attitude, and ensure to receive every customer with professional service.
Courses:
Serial number course name
Course 1: development of call center and role and function of agent.
Course 2 Voice Service Art Course 3 Creating Satisfied Customers
Lesson 4 Phonetic Skills
Lesson 5 Language Communication Skills
Lesson 6 Telephone Communication Skills
Lesson 7 Complaint Handling Skills
Course 8 Psychological Quality and Customer Service
Course 9 Service Team Building
Course 10 Telephone Etiquette
Call Center-based Customer Relationship Management Course XI
Course 12 Telephone English
Course description:
Course 1: development of call center and role and function of agent.
By teaching the development status and prospect of call center and the necessary quality of customer representatives, we can help customer service representatives understand the status of call center, the role and function of customer service representatives, enhance their sense of mission and honor, and update their service spirit.
Course 2: The Art of Voice Service
Learn physiological knowledge about pronunciation and master scientific pronunciation methods; Train basic service communication skills, standardize basic service terms, and let customer service representatives have effective communication and defense skills.
Lesson 3: Creating Satisfied Customers
Cultivate the high-quality customer service consciousness of customer service representatives; Learn the coping skills of all important links in the process of customer service; According to the characteristics of customer service in call center, customer service representatives should have professional telephone communication skills to achieve the ultimate goal of customer service.
Lesson 4: Phonetic Skills
Learn physiological knowledge about pronunciation, so that customer service representatives can master scientific pronunciation skills; Use quality training such as smile, tone and intonation, and emotional integration to make the voice gentle, sweet, pleasant, warm and polite.
Lesson 5: Language Communication Skills
Through listening, feedback, language selection and explanation training, the comprehensive ability of customer service representatives in language organization, expression and defense is improved, and the skills of effective communication between customer representatives and customers are improved.
Lesson 6: Telephone Communication Skills
Train basic telephone communication skills such as active conversation, calming anger and handling objections, and establish a professional and friendly voice image; Understand the basic language norms of telephone business, so that it has effective telephone communication and defense capabilities.
Lesson 7: Complaint Handling Skills
Correctly understand complaints, so that customer service representatives have a good attitude to deal with complaints; Master the contingency skills and effective remedy skills in handling complaints.
Course 8: Psychological Quality and Customer Service
Help customer service representatives to cultivate their self-psychological adjustment and self-control ability by teaching courses such as "how to bear setbacks and pressures", "psychological adjustment" and "making work interesting"; Able to work under pressure and face various challenges of customer service; Keep a good mood and make service a life.
Course 9: Service Team Building
Help customer service staff understand the elements of an efficient team and the role of individuals in the team, cultivate their sense of mission and belonging, and establish an efficient and cooperative service team.
Lesson 10: Telephone Etiquette
Standardize telephone service and establish the overall service image; Improvise and use service skills flexibly to achieve 100% customer satisfaction; Flexible use of customer psychology, reflecting personalized service;
Course 11: Customer Relationship Management Based on Call Center
Help customer service representatives understand the basic concept, connotation and ultimate goal of CRM, cultivate customer analysis ability of customer service representatives (customer files, customer loyalty analysis, customer profit analysis, customer performance analysis, customer future analysis, promotion analysis), and deepen their understanding of the connotation of high-quality customer service.
Course 12: Telephone English
By teaching courses such as standard terms and common coping terms, customer service representatives have the basic ability to provide services in English.
Customer service representative quality improvement training
In order to improve the quality level of customer service representatives, on the basis of basic quality training, some high-quality personnel are trained to improve their quality.
Training objectives:
Enhance the service awareness and skills of customer service personnel and improve the overall service level of the call center; Expand the knowledge horizon of customer service staff and encourage employees to improve themselves by improving their services.
Courses:
Serial number course name
Course 1: Intensive training on core skills of customer service representatives.
Course 2: Five Kinds of Training of Service Personnel
Lesson 3 Telemarketing Skills
Course 4 Emotional Management and Motivation in Telemarketing
Lesson 5 telephone survey skills
Course 6 Customer Communication and Objection Handling Skills
Lesson 7 Active Service
Course 8 Customer Satisfaction Measurement and Application
Course 9 Service Etiquette
Course 10 Career Design
Course 11: From CRM to Relationship Marketing
Course description:
Course 1: Intensive training on core skills of customer service representatives.
Enhance the understanding of work value, strengthen the concept of high-quality customer service, strengthen communication skills in service, develop a positive attitude, and motivate employees to improve themselves in improving service quality.
Course 2: Five Practices of Service Personnel
Through watching, listening, laughing, speaking and moving a series of courses, the service skills of service personnel are improved, the service details are refined and the service is professional.
Course 3: Telemarketing Skills
Help customer representatives understand the characteristics of telemarketing, understand the telemarketing process, learn telemarketing skills, and cultivate the mature mentality of telemarketing.
Course 4: Emotional Management and Motivation in Telemarketing
Discuss the pressure and difficulties of telemarketing and help customer service representatives learn emotional management and self-motivation.
Lesson 5: Telephone Survey Skills
Expand the telephone service skills of customer service representatives through courses such as "skills of return visit and satisfaction survey" and "how to win cooperation and face rejection", so that they can have certain telephone survey and return visit skills.
Lesson 6: Customer Communication and Objection Handling Skills
Through case analysis, this paper discusses the problems existing in customer communication and the improvement methods, cultivates the ability to solve objections through good communication and improves the complaint handling skills.
Lesson 7: Positive Service
Comprehensively improve the core skills of service personnel; Strengthen the necessary customer service skills; Cultivate healthy and positive psychological quality and sense of teamwork, and ensure that customer service representatives treat every customer with professional and high-quality services.
Course 8: Customer Satisfaction Measurement and Application
Understand the value of customer satisfaction; Learn the concepts of customer satisfaction and customer satisfaction; Master data analysis principles and customer service/satisfaction survey methods; Study the interaction between organizations and customers.
Lesson 9: Service Etiquette
Standardize telephone service and establish the overall service image; Learn business etiquette and improve the quality of work.
Course 10: Career Design
Make clear the career orientation of customer service personnel and learn personal career planning and management.
Course 1 1: from CRM to relationship marketing
Help customer service representatives deeply understand the close relationship between quality service, enterprise management culture and customer relationship management, highlight the important role of customer relationship management in relationship marketing, and further understand the main problems in implementing customer relationship management.