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Longer workshops, typically lasting three days, can further develop CSR skillsets. Some recommended objectives and course content are shown next.
Understand standards required for effective teamwork
Establish personal learning goals
Recognize the importance of attitude ownership on quality of contact
Understand why self-motivation is part of customer satisfaction
Acquire increased telephone professionalism and self-confidence
Adapt individual communication style through voice, speed, and tone to suit different customers
Apply active, empathetic listening with questioning techniques for a complete understanding of customer needs
Manage customer conversations with an assertive, action-oriented approach
Effectively address and satisfy a difficult or irate customer
Improve personal effectiveness through time and stress management
A typical course outline for a three-day advanced CSR workshop to meet these objectives should contain the following elements:
Teamwork
Personal goal setting
Attitude and motivation
Excellence in customer service
Meeting and exceeding customer expectations
Best telephone practices
Developing rapport through speed, articulation, tone, and modulation
Listening effectively using active/interactive skills
Managing customer conversations that go "off topic"
Assertiveness techniques
Professional phrases
Handling difficult customers
A process for handling customer complaints or difficult calls
Handling callers who shout, swear/threaten, use sarcasm
Declining with diplomacy
Controlling emotional reactions
Personal effectiveness
Stress-management techniques
Time-management skills
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