Call Centre Training Consultant
Customer centricity is crucial to the success of every organisation. A call or contact centre is most likely their first engagement with a company.
A successful call centre or helpdesk is a key touchpoint in your customers’ journey, and an essential component of your organisation’s success. How can you better understand and respond to your customer needs? How can you help your team become proficient at conflict resolution? How can you improve internal processes and procedures? What do good management, telephone etiquette, training and scripting look like?
BlueFox Training Solutions supports your inbound and outbound Call Centres and Contact Centres to deliver high-quality customer service:
- Consulting Services
- Management Training – Train the Trainer
- Skills Coaching
- Telephone Etiquette
- Conflict Resolution
- Web chat conversation
Remote or on site: we deliver services both via video conference call or on site
Create uniformity and agreement for your Customer service officers and frontline staff on what a successful customer phone interaction looks like. We offer... Over 2 half-day sessions, we will explore techniques and models to engage effectively: Be clear about the necessary skills and desired behaviours of a customer service officer Have an agreed set of phone and face to face behaviours when dealing with customers Have uniformity in their understanding of what constitutes a successful interaction with a customer Confidently and successfully manage calls to a successful conclusion. Remote training or coaching: we deliver services both via video conference call or on site
Create uniformity and agreement for your customer service officers and frontline staff on what a successful customer interaction looks like. The intent of these workshops is to gain understanding and agreement on the importance of delivering exceptional service at all times customers. Call Centre Customer Service Training Outcomes: At the completion of this program, the participants will be able to: Understand the difference between exceptional and unsatisfactory customer service Articulate with pride and commitment their newly developed service goals Demonstrate the desired customer service behaviours in both their actions and words No. of Sessions: 1 x ½ day session Who should attend:...
Assist your call centre staff understand the key priorities and essential skill sets for retaining customers. What our 1/2 day Customer Retention Skills Training includes: Gain an in-depth understanding of the caller’s situation and the true reason for wanting to cancel their business relationship with the organisation Appreciate the situation of “retention customers” from their point of view Demonstrate the appropriate acknowledgement and empathy for the customer’s situation Present as a provider who wishes to achieve a win-win for the customer and your organisation Who should attend: Customer Retention Officers; CustomerRelationship Officers; Customer Service Officers Remote training...
Help your teams problem solve, overcome objections and handle difficult or demanding customers and stakeholders. The Conflict Resolution workshop focuses on the essential skills needed to excel in customer service in the call centre and to engage effectively with customers in challenging situations on the telephone. The initial focus of the workshop is on the importance of best practice relationship building skills and in particular listening techniques. We emphasise the importance of identifying triggers and signals of the customer in various experiences so that the participants can more easily respond and react. We focus on the importance of seeing the world from the customer’s...
Web Chat Training Workshop Objective: The intent of this workshop is to assist customer service operators increase their understanding and appreciation of the live chat medium and its role in creating a great customer experience. It is also intended to involve the participants in the establishment of the rules of engagement for the web chat environment. These “rules” will form the basic template for web chat interaction so that the organisation can be assured of consistency in the quality of operator interaction with customers. The overall objective is about ensuring your organisation’s live chat representatives are aligned with the values and culture of their organisation in their written...