Monday, 1 March 2021

PRECEPTS & MENTORS PRESENTS SUPERIOR CONTACT CENTRE & CUSTOMER SERVICE SKILLS WORKSHOP


Overview

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff and giving them the information that is needed to effectively assist your customer base is paramount.

 

Call and contact centre management is a demanding role, requiring regular skills review and development. This thoroughly practical, rigorous programme should be an essential element of your operations if you intend to retain and develop your contact centre team leaders, supervisors and managers.

 

With our Contact Center and Customer Service virtual workshop, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills.

 

The Contact Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

 

All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

 

As delegates participate in the Contact Centre & Customer Service Virtual Workshop organized by Precepts & Mentors, it will clear away the pain of stumbling through handling diversity of customers. They will start with the basics, building a solid foundation that will give them further knowledge as they progress into intermediate and advanced level topics.

 

Benefits

By completing this course, delegates will:

Understand the critical success factors in successful call centre management

Define the competencies required for call handlers / agents.

Demonstrate the people management skills required to operate in a contact centre environment.

Work with business measures to produce and evaluate management reports and act on them effectively.

 

Relevant audiences

From beginners, intermediate to advanced participants looking to brush up on their Contact Centre Skillls, Telephone Communication Etiquette and Remote Customer Service Skills, this course is perfect for all ability levels and our teaching methods are tailored to groom each participant

 

Call handlers, agents, team leaders / supervisors and managers.

Customer service representatives

 

Learning Outcomes

At completion of this course participants will have mastered the most popular Call Centre strategies and tools and come out with confidence to complete any tasks with efficiency and grace. Below are just a few of the topics that the delegates will master:

General Course Contents

Essentials of Superior Customer Service Skills

Defining Buying Motives

Establishing a Call Strategy

Principles of Qualifying and Prospecting

Rapport Building and Telephone Etiquette

Self Assessments

Utilizing Sales Scripts

Bechmarking Metrics and Implementing Improvements

Tele-marketing and Telephone Persuasion

Managing Customer Expectations

Customer Relationship Building

 

For the detailed course outline and curriculum, kindly send an SMS or via WhatsApp to 0703 268 7697 or 0802 561 6156

 

Requirement

In order to participate in the hands-on portions of this course, participants will need to have

A laptop with a version of Microsoft Office (any version from 2010 to 2016 or Microsoft 365).

Zoom Desktop Client.

Ear phones/ head sets.

 

Description

This training provides you everything you need to know about superior contact/ call centre management skills.

 

From the fundamentals, to the most advanced features, after taking this course delegates will be able to communicate effectively and relate with customers

 

Our facilitators have designed, refined, and perfected this course to make it easy for you to master this skill.

 

The organisers have designed the virtual class to suit any device with internet connection and to help participants become engaged through this challenging time.

 

 

 

TRAINING SCHEDULE

Superior Contact Centre & Customer Service Skills Workshop

 

 Available Dates:

Saturday, 13th March, 2021  (Contact Centre Skills)- Day 1

Sunday,  14th March, 2021 ( Customer Service Training )- Day 2

Time: 12:00 noon prompt each day

 

Course Fee for EACH class ( Day1 OR Day 2) : N9,500 only.

Early birds: N6,000 only.

Both classes: N10,000 ( early birds )

 

To check out some highlights of our recent programs or some of our courses, kindly visit our website www.precepts.com.ng or visit www.virtual.ng

 

Registration Fee:

N6,000 ( early bird ) for EACH of the Courses ( Day 1- 13th March) or ( Day 2- 14th March )

N10,000 ( early bird ) for BOTH classes

Discount available for group registrations

Customized (Physical or Virtual) Classes also available

 

Registration Instructions

Call: 0703 268 7697 or 0802 561 6156  to confirm availability before making the transaction. If there is availability, then you will proceed to register

 

Account Name: Precepts & Mentors

Account Number: 101 411 9494 Zenith Bank

 

After payment, send your details including: Name, Email Address, Telephone Number, evidence of Electronic Transfer to 0802-561-6156 or 0703-268-7697. You will receive an acknowledgement and you will be enrolled into the online program.

 

Joining instructions and "webinar walkthrough"  will be sent to already registered participants on 4th December to enable ease of participation.

 

Requirements:

A laptop/ mobile device ( phone or tablet ) with good internet connection.

Ear phones

Please note that the webinar will be recorded and made available to participants

 

 WHY TRAIN With Precepts & Mentors

Our Methods

We utilize top subject matter experts to deliver the peak learning experience available. Our facilitators and mentors provide every participant with the most useful and up-to-date information for their personal development.

 

Our Facilitators:

Are seasoned professionals in their respective fields of endeavour, are accurate subject matter experts, and have a wide range of experience

 

 VALUE ADDED SERVICE

Learning Experience: Delivered by industry experts

Course Materials: Clear, easy-to-understand reference materials

Practical Case Studies

Exercises: They are designed to help participants try out what they have learnt and meet ‘life size’ challenges that are then handled by the facilitators.

Post-Training Coaching Program

Certificates (Soft copies) will be issued at the end of the virtual workshop

 

 If you have any questions or comments, we would be happy to hear them. You can reach us on 0703-268-7697 (Collins) OR 0802-561-6156 or send an email to training@precepts.com.ng  or visit www.precepts.com.ng, www.virtual.ng or our Facebook page www.facebook.com/prementors

 

Would you mind forwarding this email to your contacts who may find this program as a just-in-time resource?

(c) Precepts & Mentors ;  | Lagos Office: 19 Fola Osibo Road, Lekki Phase 1, Lagos

| Website: www.precepts.com.ng  www.virtual.ng | Telephone: +234-802-561-6156, +234-703-268-7697 |  Email:training@precepts.com.ng  | Facebook: www.facebook.com/prementors

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