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Frontline Call Center Skills Simulation Training Class |
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Frontline Call Center Skills Simulation Training Seminar
This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker."This simulation is based on the series "Frontline Call Center Skills" and contains links to the following SkillSoft courses: CUST0112 and CUST0113.
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Price |
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$74.95
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Agenda |
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Frontline Call Center Skills Simulation
- using rapport-building techniques to enhance communication.
- demonstrating effective adaptation to "thinker" personality types.
- demonstrating effective adaptation to "relater" personality types.
- demonstrating effective adaptation to "director" personality types.
- using good telephone etiquette.
- demonstrating effective techniques for maintaining control of the call.
- demonstrating good listening skills.
- demonstrating good problem-solving skills.
- using leading questions appropriately to control the call.
- using closed questions to maintain control of the call.
- using open questions to enhance communication.
- demonstrating effective measures to meet customer needs.
- demonstrating effective techniques for dealing with an unhappy customer.
- using good customer service techniques to ensure customer satisfaction.
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Audience |
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Frontline personnel, team leaders, call center managers
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