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Call & Customer Care Center

Call & Customer Care Center

Any successful call or customer care center has one quality in common: a trained, engaged workforce focused on delivering results.

To get the most impact from your employees, consider Fox Valley Technical College and its range of customized training and seminars in the area of call, contact and customer care center skills.

Review three proven training approaches recommended by employers and request a consultation to discuss your customized call or customer care center training plan.

Critical Core Skills
Skills for a High-Performance Workforce

Typical Duration: 2-3 hours per module
Delivery Options: Customized On-site

Module 1: Positive Attitude in the Workplace

• Positive attitude & the potential benefits
• Self-assessment & reflection on personal attitude
• Using positive self-talk for positive results
• Focusing on things within one’s control
• Humor & avoiding negativism
• Celebrating the positives in work and in life

Module 2: Adapting to Change

• The frequency of change
• Self-assessment on personal adaptability
• Limiting factors to accepting change
• The ladder of inference
• Fact-finding before decision-making
• Coping with change
• Moving toward acceptance

Module 3: Work Collaboratively in Teams

• Reflecting: What makes a GREAT team?
• Developing creative thinking
• Focusing on solutions
• Team building activity & discussion

Module 4: Work Productively

• Seeking opportunities to increase productivity
• Completing tasks within parameters and to standards
• Prioritizing tasks with time frames; time management
• Practices to ensure productivity & quality work

Call Center Customer Service
Repair/Troubleshooting Focus

Typical Duration: 3 hours per module
Delivery Options: Customized On-site

Module 1: Introduction & Opening the Call

• The difference between good and remarkable service
• Critical communication components to every call
• Designing the perfect call
• Obstacles to the perfect call
• Building rapport with your customer
• Answering with energy & enthusiasm
• Skill practice with opening the call

Module 2: Determine the Reason

• Responding confidently and assuring the customer
• Setting accurate expectations for the call
• Listening & the importance of active listening
• Asking questions to control the call & clarify
• Types of questions – open & closed-ended
• Asking clarifying questions: self-assessment
• Skill practice with determining the reason

Module 3: Resolve the Reason

• Assurance of maximum effort or total resolution
• Problem solving & utilizing your resources
• Defining & adhering to scope of support
• Guidelines for saying “no” or avoiding saying “no”
• Transferring calls & transfer guidelines
• Skill practice with resolving the reason

Module 4: Challenging Customers

• Dealing with difficult customers: self-assessment
• Diffusing upset customers
• Empathy 101
• The Do’s and Don’ts of Apologizing
• Handling the “expert” caller
• Skill practice with challenging customers

Module 5: Closing the Call

• Closing the call
• Thanking the customer & showing appreciation
• Mentioning self-service or other options for assistance
• Follow-up after the call: email writing techniques
• Skill practice with closing the call

Call Center Customer Service
Sales Focus

Typical Duration: 3 hours per module
Delivery Options: Customized On-site

Module 1: Introduction & Opening the Call

Module 2: Determine the Reason

Module 3: Making Recommendations

• Key phrases that suggest options
• Recommending the right product
• Interpreting the customer’s cues & clues
• Discussing features & benefits
• Skill practice with making recommendations

Module 4: Closing the Sale & the Call

• Closing the call
• Asking for the sale (direct or indirect close methods)
• Thanking the customer & showing appreciation
• Follow up after the call: email writing techniques
• Skill practice with closing the call