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Call centers are one of the most important marketing tools in serving distinguished customers and meeting their needs and expectations through professional communication with them, managing their objections and responding to their complaints. It is also an important tool in achieving customer satisfaction and loyalty to ensure repeat purchases. This training program focuses on providing participants with verbal and nonverbal communication skills, persuasion and influence skills, and enhancing professional behavior, in addition to developing techniques for dealing with the telephone, responding to objections, managing complaints and following up to achieve a unique customer experience.
Banking
Capital Market
Insurance
Financing
Customer Orientation
Not Exist
Lecture
Case Studies +3
Lecture
Case Studies
Brainstroming
Dialogue Teams
Role-play
Pre Assessment
Post Assessment
Customer Care
Delivery Channels
Investor Relations
Marketing
+1Customer Care
Delivery Channels
Investor Relations
Marketing
Sales and Distribution/ Intermediaries
This provides you with the opportunity to select the available times that suit you best for participation in our program. These times represent slots during which we are ready to welcome you and provide assistance and guidance.
Self Learning
Module 1: Excellent Service through Call Centers
Module 2: Telephone Communication Techniques and Skills
Module 3: Techniques for Dealing with Objections and Professional Behavior over the Phone
Recognize the concepts and techniques of distinguished service to achieve a unique and distinctive customer experience.
The ability to discover and analyze customer expectations to achieve superiority over customer.
Enhancing verbal and nonverbal communication skills over the phone through the effectiveness of listening, speaking, persuasion and influencing skills.
Using positive language with customers by promoting professional behavior in dealing with customers over the phone.
Apply effective communication skills and refinements by responding to objections, managing complaints and effective follow-up.
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