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Contact Center Training

 

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.

 

With our Contact Center Training and workshop, your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult customers, build rapport, and have great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout you and your organization.

Contact Center Training

Description

Course outline


• Module One: Getting Started
• Module Two: It Starts at the Top
• Module Three: Peer Training
• Module Four: How to Build Rapport
• Module Five: Learn to Listen
• Module Six: Manners Matter – Etiquette & Customer Service (I)
• Module Seven: Manners Matter – Etiquette & Customer Service (II)
• Module Eight: Handling Difficult Customers
• Module Nine: Getting the Necessary Information
• Module Ten: Performance Evaluations
• Module Eleven: Training Doesn’t Stop
• Module Twelve: Wrapping Up

Delivery method


Direct delivery via tutor-led training session, offering you interactive training in a small classroom setting or engaging eLearning modules. The sessions are packed with exercises and hands-on experiences, thus enabling you to translate what you have learnt in the course to the workplace and professionally. 

Location


IMPARANDO – LONDON. 56 Commercial Road Ald Gate, London E1 1LP, United Kingdom.

Duration


Duration 1 Day: 9:30 am to 4:30 pm (classroom & onsite courses only)

Entry Requirements

You don’t need any special equipment for this course, just a PC or Mac to watch the videos and a pen to take notes if you are using the eLearning modules. There are no pre-requisites for this training, hence anyone can attend.

What Is Included

Training from an experienced trainer
Computer / Laptop to use for the duration of the course (classroom & onsite courses only)
Detailed course notes and sample exercises
Full colour course manual
Free online training videos
Refreshments (classroom courses only)
A recording of the training course (virtual courses only)
Free PDF certificate upon successful completion of the course.
Full one-year access to Course materials (eLearning only)
Benefit from instant feedback through practice questions
Full tutor support available from Monday to Friday
Study in your own time through your computer, tablet or mobile device (eLearning only)
Additional information
Delivery Methods

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Learning Requirements

Any recent Desktop/Laptop/Tablet with internet connectivity and based on a modern operating system (Windows8®️,Windows7®️, Windows Vista®️, MAC OSX, Linux, iPad iOS 7, Kindle Fire, Android based Tablets) with a latest version of the Web Browser viz. Chrome, Firefox, Internet Explorer 11, (Safari on MAC OSX).

  • 1GB RAM [512MB RAM] & at least 1GB of available hard disk space.
  • The learning application is based on HTML5 technologies and therefore the latest version of Web Browser is a pre-requsite ( Chrome, Firefox, Internet Explorer 11).

Lion Heart Service Level Agreement (SLA) for responding to Learning enquiries are:

  • An initial acknowledgement to the enquiry is sent to the candidate within 2 working hours.
  • A full response, whether this is by email or telephone call is completed within one working day.
  • A follow up email is sent to the candidate to confirm that the enquiry has been responded to satisfactorily, and to close the enquiry.
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