Call & Contact Centre Workshop: Enhancing Customer Satisfaction

INTRODUCTION

For the majority of organizations, the call center serves as their primary point of contact with customers. Customer service advisors and telesales agents must be well-organized, respond positively to customers, deliver excellent experiences, and provide effective solutions. This requires confidence, telephone skills that build rapport with customers, the ability to uncover and meet callers' needs, and the capacity to identify potential additional revenue through cross-selling and upselling.

Al-Majd Pathways Centre's Call & Contact Centre Workshop is designed to help Call Centre and Contact Centre staff members develop the capabilities required to understand and meet customer expectations while increasing revenues and enhancing the organisation's reputation. By the end of this training course, participants will have a clear understanding of how to connect with and professionally serve customers while working in a Call or Contact Centre environment.

TRAINING OBJECTIVES

Upon completion of the Call & Contact Centre Workshop, participants will have acquired essential knowledge and skills in:

• Delivering high-quality customer service and sales support over the telephone

• Creating a great first impression using verbal and non-verbal communication

• Building rapport with customers on the phone, demonstrating friendliness, helpfulness, and empathy

• Understanding customers, their needs, and expectations, and offering solutions that meet those needs

• Effectively handling difficult customers, diffusing emotions, and maintaining composure to resolve problems quickly

• Identifying sales opportunities while handling inbound service calls and having the confidence to respond proactively and positively to leads

• Making effective outgoing calls that reach decision-makers and lead to sales

WHO SHOULD ATTEND?

Al-Majd Pathways Centre's Call & Contact Centre Workshop is valuable for customer service advisors, telesales staff members, and team leaders working in a call center or contact center environment.

TRAINING APPROACH

This training course combines theory and industry best practices with practical sessions, following adult learning principles and blended learner-centred approaches. Each module includes practical exercises to allow participants to apply their new knowledge and skills. The training utilizes small and large group exercises, videos, case studies, peer exchanges, brainstorming, role plays, and discussions.

Participants are encouraged to reflect on and discuss their own professional issues and experiences. Approximately 50% of the training is experiential, and 50% is theoretical.

TRAINING OUTLINE

Day 1: Understanding Customer Service

• Overview of Call and Contact Centres

• The role of the call/contact centre and the agent/advisor's role

• The importance of service standards and consistency in customer treatment

• Impact of the call/contact centre on business goal setting and objectives

• Delivering value to the business: why key performance indicators (KPIs) matter

• Core Customer Service Skills

• Active listening

• Creating empathy and respect

• Problem-solving

• Distinguishing between product features and benefits

• Becoming Customer-Focused

• The essential elements of service excellence

• Understanding what satisfies customers

• Tailoring the sales process to meet customer needs

Day 2: Essential Telephone Skills

• Making the Call

• Getting through to the decision maker

• Types of gatekeepers and how to bypass them

• Using a professional greeting for a positive first impression

• Creating a Positive Impression

• Establishing a connection through tone of voice and clear articulation

• Projecting friendliness, confidence, expertise, and interest

• Adapting to callers' voices, language, and personalities

• Building Rapport on the Phone

• Interacting positively with callers and making them feel valued

• Maintaining calm, personability, friendliness, helpfulness, and respect

• Creating natural and conversational interactions

Day 3: Delivering Excellent Customer Service

• Truly Understanding Customers' Needs

• Identifying types of customers and their service preferences

• Differentiating between customer needs, wants, and expectations

• Demonstrating how products and services meet customers' needs

• Considering multicultural and global customers

• Developing Rapport through Verbal and Non-Verbal Communication

• Using vocal elements effectively (pitch, tone, rhythm, loudness, resonance, inflection)

• Employing facial expressions, gestures, posture, and breathing techniques

• Matching callers' speech and intensity

• Providing Solutions & Adding Value

• Demonstrating a positive and helpful attitude

• Practicing active listening

• Using positive language and affirmation to create empathy

• Employing questioning techniques to uncover needs

• Dealing with Difficult Customers

• Strategies for listening and responding under pressure

• Identifying the root causes of customer frustration

• Sincerely apologising and thanking customers for their feedback

• Ensuring prompt resolution to customer issues

Day 4: Managing Inbound Sales and Service Calls

• Delivering Service Excellence

• Identifying the reason for the call and the caller's expected solution

• Utilising questioning techniques to confirm understanding

• Presenting solutions that satisfy customers' needs

• Dealing with Customer Complaints

• Viewing complaints as opportunities for improvement

• Identifying the root causes of problems

• Sincerely apologising and thanking customers for their feedback

• Ensuring that issues are resolved to the customer's satisfaction

• What to Do When You Can't Say Yes

• Providing reasonable explanations

• Suggesting options and alternatives

• Maintaining a friendly, understanding, fair, and empathetic approach

• Escalating issues if the customer remains dissatisfied

• Turning Service Calls into Prospective Sales

• Identifying sales opportunities during inbound calls

• Confidently asking questions that generate sales leads

• Introducing ideas and making suggestions naturally and conversationally

• Cross-selling and upselling with confidence

Day 5: Making Outbound Sales Calls

• Structuring Outbound Calls

• Effective preparation for successful sales calls

• Opening calls with benefits for prospective customers

• Creating an elevator pitch for a positive response

• Using open-ended questions to uncover information and tailor your pitch

• Overcoming Objections

• Recognising different types of objections

• Preparing responses to common objections in advance

• Handling surprise objections with six easy steps

• Effective Closing Strategies

• Testing assumptions about readiness to buy

• Trying out a close to confirm assumptions

• Gaining confirmation of the customer's intention to purchase

• Preventing buyer's remorse

• What If They Don't Buy

• Gathering information for future calls

• Offering a "lead magnet" to maintain their interest

• Agreeing on how to stay in touch

Format: Onsite

Language(s): English

Duration: One Week

Certificate of Completion: Upon successful completion of the course, participants will receive a Certificate of Completion from Al-Majd Pathways Centre (APC).