CSR Skills Training (13 days)

This workshop will increase your understanding of the challenges, skills, and competencies needed to succeed in a call centre. Working in a call centre is a fast ¬paced and demanding job. Reps who can provide outstanding service will be highly sought, valuable employees

Objective

• Control the flow of the conversation

• Ask the right questions to better understand what our prospects do to help them do it better

• How to gain customers trust and confidence

• How to maximize patience to handle difficult customer

• Overcome the most common objections quickly and easily

• Closing the conversation

Content

• The Voice of the Customer

• The CFA/CSRS Indispensable Role

• Fundamentals of Professionalism

  • Manage the Customer Call

  • Identifying the Customer needs

• The Customer

  • Understanding Customer’s Behavioural Style

  • Types of Customers

• Building your Communication Skills

• Essential Communication Skills

• Overcoming Listening Obstacle

  • Common Courtesy

  • Avoiding Statements that give the wrong Impression

  • Using the Customer’s Language

  • Gathering Customer Information

  • Dealing with the Angry Customer

  • Managing Technology

  • Writing Effective Email

  • Mental scripting

  • Concluding the Conversation

• Handling Sales Call

• Articulation

• Shaping your Attitude

• Three steps to Self improvement

• Interviewing Skills

Learning Outcome

• Your potential to achieve targets will increase

• You will be more confident

• Your performance regarding calls target will improve appreciably

Who should attend
The course is designed for Sales Representatives, Customer Service Representatives and Tele-sales specialists in the Inbound/Outbound call centres

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