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Call Control Strategies for Customer Service Overview
Call Control Strategies for Customer Service Course Outline
Module 1: Introduction to Call Control Strategies
- Importance of Call Control
- Impact of Effective Communication
- Common Challenges in Customer Service Calls
- Ethical Considerations in Customer Service
Module 2: Building Rapport and Trust
- Establishing a Positive First Impression
- Active Listening Techniques
- Empathy and Understanding Customer Emotions
- Building Trust and Credibility
- Non-verbal Communication in Phone Calls
Module 3: Structuring Effective Customer Calls
- Call Opening and Greeting Best Practices
- Clarifying Customer Needs and Objectives
- Asking Open-Ended Questions
- Providing Clear and Concise Information
- Call Closing and Follow-Up
Module 4: Handling Difficult Customers
- Identifying Different Types of Difficult Customers
- De-escalation Techniques
- Remaining Calm Under Pressure
- Assertiveness Vs Aggressiveness
- Strategies for Resolving Customer Complaints
Module 5: Effective Communication Skills
- Clear and Articulate Speech
- Tone and Voice Control
- Active Listening and Paraphrasing
- Handling Interruptions and Staying on Track
- Using Positive Language
Module 6: Time Management During Calls
- Managing Call Durations Efficiently
- Handling Multiple Calls and Prioritising
- Avoiding Rushed Interactions
- Escalating Calls When Necessary
- Balancing Quality and Speed
Module 7: Call Documentation and Record Keeping
- Importance of Accurate Call Records
- Data Privacy and Compliance
- Organising Call Records for Future Reference
- Using CRM Systems Effectively
- Legal Considerations in Call Documentation
Who should attend this Call Control Strategies for Customer Service Training Course?
A Call Control Strategies for Customer Service course is designed to provide customer service representatives with the skills and techniques needed to effectively manage phone calls and interactions with customers. This course will benefit the following professionals:
- Customer Service Representatives
- Sales Representatives
- Technical Support Representatives
- Human Resources Professionals
- Customer Service Managers
- Social Media Managers
- Customer Experience Managers
Prerequisites of the Call Control Strategies for Customer Service Training Course
There are no formal prerequisites for this Call Control Strategies for Customer Service Training Course. However, prior experience in customer service or related roles is recommended but not mandatory. Also, familiarity with problem-solving skills might prove to be beneficial for the delegate.
Call Control Strategies for Customer Service Course Overview
Good customer service often entails giving clients quick and responsive services and ensuring that their requirements are addressed to reflect the organisation or business. Customer service is critical to your company's success since it keeps customers and extracts more value from them. Building solid relationships with clients is the key to providing excellent customer service. Pursuing this Call Control Strategies for Customer Service training will lead the delegates to attain many employment profiles such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.
The Knowledge Academy's 1-day Call Control Strategies for Customer Service training course is designed to make the delegates understand the concept of Call Control Strategies for Customer Service. This training course gives an insight into the evaluation of the outsourcing process, various steps of outsourcing, and outsourcing customer service business processes. Delegates will learn about the process of reducing business costs by analysing the revenue cycle in the customer service department.
It also accommodates the delegates with more customer service topics, such as:
- Collect all receivables
- Common mistakes to avoid
- Training strategies
- Channel management by the customer service process
- Customer contact technology
At the end of this training course, delegates will be able to track, trend, and measure complaint data of the customers. Delegates will also be able to know more about Customer Information Service (CIS) and apply technology to avoid challenges faced by the utilities. Our highly expert trainer with abundant knowledge has curated this training course to politely and quickly move along customer service calls and attain efficient communication expertise.
What’s included in this Call Control Strategies for Customer Service Training Course?
- World-Class Training Sessions from Experienced Instructors
- Call Control Strategies for Customer Service Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Control Strategies for Customer Service. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Unlock your potential with The Knowledge Academy's Call Control Strategies for Customer Service, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Call Control Strategies for Customer Service. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Call Control Strategies for Customer Service sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Call Control Strategies for Customer Service at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Call Control Strategies for Customer Service offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
Call Control Strategies for Customer Service FAQs
Customer service refers to assisting your potential customers in helping them have an easy and happy experience. It is provided both before and after the customer buys the product or service.
In this Call Control Strategies for Customer Service training course, there are no formal prerequisites.
This training course is ideal for anyone who wants to excel in handling customer services and upgrading their existing communication skills.
Controlling a call entails efficiently and rapidly gathering information to remain productive customer support employees.
Professionalism, patience, and a people-first attitude are the three Ps of customer service.
This course is [ ] day(s)
Opting for this Call Control Strategies for Customer Service training course will upgrade your communication skills. This obtained information will lead you to attain many more excellent designations such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.
Pursuing this Call Control Strategies for Customer Service training course will enable you to learn to outsource, analyse strategies for current, finished, and delinquent accounts, establish a complaint resolution process, outsource customer-service business processes, maintain effective leadership, and many other customer service related topics.
The training fees for Call Control Strategies for Customer Service certification in the United Kingdom starts from £995
The Knowledge Academy is the Leading global training provider for Call Control Strategies for Customer Service.
Please see our Personal Development Courses courses available in the United Kingdom
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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