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Let's explore the basics of Customer Service in a Call Centre environment Intended audience: Workers new to a call centre roleFrom the author:“This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!”
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Preparing for Your Calls
As a Customer Service Representative, you have a very important role in the outcome of our company and in peoples' lives.
When in need, people reach out to Customer Service for help; the best thing you can do for them is to be prepared.
In this lesson we'll go over a few practices to help you put your best foot forward.
Become familiar with all of the scripts available to you.
If it helps, try printing your scripts and practicing them with a friend or co-worker. It can be fun to play roles at the same time can be useful rehearsal for the real calls.
Eventually these scripts will feel like second nature. Still, it's important to stay abreast of updates.
Voice, Tone & Etiquette
As a Customer Service Representative you are the main point of contact between our company and our customer.
This means maintaining a warm, interested and enthusiastic manner is paramount.
Your voice should be enthusiastic and your tone professional. We should sound engaged and eager to help our customer.
Parts of a Call
Introducing Yourself Your introduction should have four parts: Our company and department name. A "Hello!" Your name. and 4) "How may I help you today? Example: "Call-Site Customer Service. Hello, this is Amy. How may I help you today?"
When closing the call, recap any actions that you will take and be specific about the time frame the customer can expect results.
Review any information or steps that the customer can take to help his or her problem in the future.
Always ask the customer, "Is there anything else I can help you with today?"
At the end of the conversation, remember to thank customers for their time and always let them hang up first.
Holds & Transfers
There will be times when you need to put customers on hold or transfer them to another department.
This can be frustrating to customers, but there are ways to make these processes as smooth as possible.
Remember to wait for the customer's answer before putting them on hold.
If they do not want to be placed on hold, ask what they would prefer to happen, or if a call back would be possible.
Helping Difficult Customers
Difficult customers are almost always initially intense.
As a result, many first-time employees get rattled and try ending the interaction as quickly as possible.
This usually leads to the customer becoming angrier.
The second step is to Empathize The guest will eventually take a breather, take this opportunity to apologise. Empathize by verbally acknowledging what's making him or her displeased. There are many factors that could be at work here, so do not take any confrontation personally.
The third step is to Clarify.
After apologizing and empathizing, repeating the guests' complaints lets them know you understand.
This shows you are concerned and understand the issue, putting you in the position of being the customer's ** advocate.**
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