Customer Service & Call Center Training

Customer Service & Call Center Training

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A. Introduction

What a Call Center is.

Types & Function of Call Center

Careers in a Call Center

B. Soft Skills

What is communication?

Barriers of communication

Interpersonal Skills Inventory

How to communicate effectively

Listening Techniques

Evaluating Customer Service

Developing a positive attitude

Greetings and goodbyes

Controlling the call

Putting the customer on hold

Managing ourselves in the Call Center

Complaints

Handling difficult customers

C. Accent

Neutral Accent-Reduction of Mother Tongue influence

Pronunciation

US & UK Accent

D. Personality Development

Attitude Management

Killing Nervousness & Building Confidence

Body Language & Dress code

E. Interview Skills

Resume Preparation

Round of Interviews

What to say and what not to say

Interview questions & answers.