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Training
Post-training re-assessment
Training
Trainer/Presenter:
Consultancy
Shahrukh Moghal
7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur
PSMB Approved Trainer
Tel: 603-41314831 Mobile: +60123278240 Email: shahrukh@contactskills.com
EMP1654
web: http://www.contactskills.com/customer_service_training.html
Principal Consultant
Project
Agenda
Step
1 meeting
1. Management
2. Call Assessment
.Assessing recorded calls (Selected agents)
.Rep skill level, Rep telephone behaviour
.Dialogue effectiveness
.Identifying Strengths and weaknesses in order to develop
customized training
modules
.Assessing recorded calls made by a minimum of 10 CSRs
.Developing a Pre-Training Call Performance Assessment Report
.Adjusting / tailoring training modules according to findings of the
Project
Agenda
Step
2 art
1.
PROBE:The
Agent training
of uncovering customer
issues through strategic questioning skills.
Developing the right questions to use for
various service situations.
2. LISTEN:There is a strong link between
effective listening and service success. We
learn how to understand the customer's
perspective through active Listening.
3. EMPATHIZE:-Develop
emotional
intelligence and the niche for looking at
the world from the customer's point of
view. Put yourself in the customers shoes.
4. ARTICULATE:Learn to use voice and
words in a way to generate customer
reactions such as sense of relaxation,
relief, peace of mind and above all...trust.
Utilize various elements of voice such as
tone, pitch, inflection, volume and rate
of speech in order to calm and direct
difficult customer situations
5. SOLVE:Dialogue
development
phase.
Developing dialogues for various customer
interactions using the PLEASE Framework.
6. END:End the interaction with an Extra
Probe
Listen
Empath
ize
Articula
te
Solve
End
Project
Agenda
Step 3
PSMB Approved
Call Centre
Trainer
+60123278240
shahrukh@contactskills
.com
www.contactskills.com