Professional skills for Call Center          Download Brochure

By the end of this course you will be able to:

.qualify & develop knowledge & skills required, judge human communication by Tel. which facilitates their ability to work collaboratively with others, raise the efficiency of Tel. communication in managing inquiries & problems, active listening & appropriate self-disclosure, manage & implement Tel. communication process & work to demonstrate professional enthusiasm & positive initiative to provide excellence in customer service & care by Phone to meet or exceed customer expectations, thus ensuring a comprehensive understanding of the finance products by developing sales

Course Outline:

.Day one: introduction to communication, principles of communication & affected elements in communication, principles of Phone communication, customer service in Phone communication & Tel. Call quality checklist with group discussions, case studies, practical exercises.

.Day two: Introduction to Customer Service, Foundations, Golden Rules & the Five Essential Steps Required for Distinguished Customer Service by Phone, Customer Care & “Moments of Truth” in Phone,” Customer Satisfaction, with group discussions, case studies & practical exercises.

.Day three: Introduction to the principles of personal and telephone selling, sales skills, identification of basic needs, features, benefit, sales opportunities, & the five basic steps of a Telesales interview, with group discussions, case studies & practical exercises.

.Day Four: Skills of selling questions & providing appropriate financial solutions, handling objections, closing the sales deal, after-sales & techniques of cross-selling products & services

Target Audience:

.Non-Official Staff in the divisions & departments of financial & financial services provided to individuals customers, non-Official staff in customer service call centers, in the divisions & departments of selling & marketing, staff of sales & Telesales for credit cards, personal loans & finance, mortgage & financial lease, & customer care centers

Prerequisites:

.None.

This course entitles you to attend:

Upon successful completion of this course, participants will obtain:

.Training Attendance Certificate .