Corporate Training

Customer Services Representative (CSR) Skills Training (13 days)

This workshop will increase your understanding of the challenges, skills, and competencies needed to succeed in a call centre. Working in a call centre is a fast ¬paced and demanding job. Reps who can provide outstanding service will be highly sought, valuable employees

 

Objectives

 

  • Control the flow of the conversation
  • Ask the right questions to better understand what our prospects do to help them do it better
  • How to gain customers trust and confidence
  • How to maximize patience to handle difficult customer
  • Overcome the most common objections quickly and easily
  • Closing the conversation

 

Contents

 

  • The Voice of the Customer
  • The CFA/CSRS Indispensable Role
  • Fundamentals of Professionalism
  • Manage the Customer Call
  • Identifying the Customer needs
  • The Customer
  • Understanding Customer’s Behavioural Style
  • Types of Customers
  • Building your Communication Skills
  • Essential Communication Skills
  • Overcoming Listening Obstacle
  • Common Courtesy
  • Avoiding Statements that give the wrong Impression
  • Using the Customer’s Language
  • Gathering Customer Information
  • Dealing with the Angry Customer
  • Managing Technology
  • Writing Effective Email
  • Mental scripting
  • Concluding the Conversation
  • Handling Sales Call
  • Articulation
  • Shaping your Attitude
  • Three steps to Self improvement
  • Interviewing Skills

 

Learning Outcome

 

  • Your potential to achieve targets will increase
  • You will be more confident
  • Your performance regarding calls target will improve appreciably

 

Who should attend ?

 

The course is designed for Sales Representatives, Customer Service Representatives and Tele-sales specialists in the Inbound/Outbound call centres

 

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