Program Brief

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.

Program Goals

At the end of the training program, the participant should be able to:

  • 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.
Program Agenda
Module 1: Excellent Service through Call Centers
  • 1 Outstanding service concept

    • 2 The importance of service in call centers

      • 3 Customer Experience Concept

        • 4 How do we provide customer experience over the phone

          • 5 Service quality standards

            • 6 The difference between regular service and premium service

              • 7 Customer expectations concept

                • 8 ?How to exceed customer expectations?

                  • 9 Bases provide excellent service

                    • 10 Bad service cost

                      • 11 Service Excellence Scale

                        Module 2: Telephone Communication Techniques and Skills
                        • 1 The concept of telephony

                          • 2 Techniques of using the phone

                            • 3 (before, during and after) communication processes

                              • 4 Drafting and speaking techniques

                                • 5 Active listening techniques and stages

                                  • 6 Techniques of persuasion and influence

                                    • 7 Body language techniques behind the phone

                                      • 8 Techniques to end a phone call

                                        • 9 Types of characters over the phone

                                          • 10 How do you deal with difficult personalities over the phone?

                                            • 11 How do you deal with inappropriate behavior over the phone?

                                              Module 3: Techniques for Dealing with Objections and Professional Behavior over the Phone
                                              • 1 Telephone reception techniques

                                                • 2 The concept of customer objections

                                                  • 3 How to deal with objections

                                                    • 4 The difference between objections and complaints

                                                      • 5 Complaints management over the phone

                                                        • 6 Techniques of sales closing operations over the phone

                                                          • 7 Follow-up techniques

                                                            • 8 Professional conduct in dealing with clients

                                                              • 9 Positive language in dealing with customers

                                                                • 10 How to achieve customer satisfaction through call centers

                                                                  Program Requirements

                                                                  Not Available

                                                                  Program Path

                                                                  Names of the training programs that are integrated (enriched) with the training program:

                                                                  • Not Available

                                                                  Names of the training programs that after the training program:

                                                                  • Not Available
                                                                  Program Method
                                                                  • Lecture
                                                                  • Case Studies
                                                                  • Brainstroming
                                                                  • Dialogue Teams
                                                                  • Role-play
                                                                  Evaluation Method
                                                                  • Pre Exam
                                                                  • Post Exam
                                                                  Training Type
                                                                  • In Class Training

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