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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