The Call Center program trains your organisation with the best and most cutting-edge tools and techniques. The program will make sure you have the skills needed to deliver the best service and increase sales. All tools and techniques have been tested and adjusted in our cooperation with 1,100+ sales- and customer service organisations since 2001.
It is a 12-module program which practices the steps of the customer service dialogue and gives you the tools for delivering the best customer experience while creating business opportunities.
The program is targeted customer centric employees such as customer service, advisors, call centres etc.
1. PREPARATION
2. CONTACT
3. INFORMATION
4. ARGUMENTATION
5. CLOSING
1. PREPARATION
2. CONTACT
3. INFORMATION
4. ARGUMENTATION
5. CLOSING
THE PROGRAM INCLUDES
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Duration: 1.5 hours
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Language: Danish, English, Swedish and Norwegian
1. The Preparation Phase
The good customer service experience starts with the right mindset. In the preparation phase we focus on what it takes to create a good dialogue, how to control it through all phases and how to communicate clearly.
MODULE 1 - INTRODUCTION TO SERVICE
When working in customer service you need to effectively understand others, their needs and wants. You need to build relations, listen and put yourself in the position of others. This module introduces the basic skills that are required when working in customer service.
MODULE 2 - THE PHASES OF CONVERSATION
In every conversation with a client there is a structure that ensures it has the most successful outcome. This module is a walk-through of the 4 steps and how to conduct each step as a customer experience employee.
MODULE 3 - WRITTEN COMMUNICATION
Many people write a lot of e-mails and generally communicate in writing; therefore, the written communication needs to be fast and the message clear. This module practices the structure you need to make clear and effective written communication.
2. The Contact Phase
The first step of every sale, is to establish a trusting relation with your client. Learn how to create strong bonds with other people and how to initiate new dialogues.
MODULE 4 - CREATE A CONNECTION
When you create a strong and trusting relation with your client, the client is more prone to opening up to you. The client will share wishes, needs and honest feedback about the product or service you offer. This module gives a method to create that strong and trusting relation to other people.
MODULE 5 - COMMUNICATION (TYPOLOGIES)
The skilled advisor or customer service employee adjust the communication to fit the client. This module practice the skill to identify different communication styles, different motivation patterns and how to adjust your communication to match these.
MODULE 6 - CONFLICT MANAGEMENT
We can all run into conflicts. When people interact, situations with conflicting opinions, interest, values and needs can quickly appear. This module practices the basic understanding of human reactions and how to handle conflict in the most constructive way.
3. The Information Phase
Customers are driven by their needs. The most important task of the customer experience employee is to cover what those needs are and activate any hidden needs in the client. And then base the counselling and solutions on those needs.
MODULE 7 - CLIENT NEED AND QUESTIONING TECHNIQUES
The basic understanding of client needs is crucial in becoming a trustworthy and skilled customer experience employee. This module presents a model for understanding client needs and the basic questioning techniques to do so.
MODULE 8 - LISTENING EFFECTIVELY
Listening is an acquired skilled. The first step in effective listening is to understand that is an active process, not a passive one. This module practices active and empathetic listening while interacting with other people.
4. The Argumentation Phase
The customer experience employee needs to be able to give clients a feeling of added value while delivering a solid and convincing argumentation. In the argumentation phase the focus is on pinpointing the correlation between the need and proposed solution.
MODULE 9 - DIVIDEND SELLING
Clients are driven by the dividend they get when buying a product or service. The best customer experience employees manage to clearly convey the dividend their solution will give the client. This module practice how to translate features and services to benefits and dividend.
MODULE 10 - UP- AND CROSS-SELLING
In many customer experience situations there is an opportunity to create a better solution for the client by upselling or cross-selling. This module practices the definition of upselling and cross-selling and how to pick up on essential buying signals from the client.
5. The Closing Phase
The conversation should always be finished properly. The closing phase focuses on doing so, while making sure all client concerns are solved and the entire conversation summed up.
MODULE 11 - HANDLING OBJECTIONS
Every service dialogue can meet resistance. If there is a lack of trust, no need at the given time, no rush or no feeling of added value it can slow down the process. This module practices how to deal with objections in a constructive way to ensure momentum.
MODULE 12 - CLOSING
It is the customer experience employee’s responsibility to initiate and make sure that the client makes a decision. This module practices the 3 steps to close a sale and get the final decision.
How it works
STEP 1
Choose one or more topics
STEP 2
Get matched with a designer
STEP 3
Adapt the course together
STEP 4
Play in your own LMS
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