Call Centre and Help Desk

Course Introduction

We are all 'Customers' and more aware of the greater choices available to us in purchasing anything, compared to twenty years ago. If we just look at the U.A.E., the variety available to us today is phenomenal - whether it be restaurants, cinemas, food outlets, shopping malls, fashion stores, etc. We have virtually unlimited choice, and the choices grow day-by-day.

Therefore, it is vitally important for businesses to, not only attract first time customers, but more importantly, to turn those customers into 'repeat and return' customers. Millions of dollars are lost every year because of poor handling of customers by company staff. But customers who are consistently well handled will return again and again - bringing you more business. Bad telephone technique and poor customer care will lose you customers.

If statistics show that it costs approximately eight times as much to find a new customer, compared to keeping an existing one, isn't it in your interest to try to retain and expand your existing customer base through providing top class service?

Objectives

By the end of the training, participants will be able to:

• Learn how to prevent and handle complaints
• The importance of customer service and customer care will be emphasized throughout the two days of the program
• The difference between 'ordinary' and 'extraordinary' service will be discussed
• Examine and practice good telephone manners and how to deal face-to-face with customers
• Understand how each individual contributes to the company's overall image
• The special techniques necessary to be effective on the telephone will be demonstrated and practiced
• Identify correct and incorrect telephone standards

What you will Gain:

• The ability to consistently create a good impression for yourself and your company/organization
• A good knowledge of the steps of managing a customer complaint
• The skills to deal professionally with various situations in relation to providing top-quality customer care for customers
• Increased confidence in dealing with all types of customers - both face-to-face and on the telephone
• Increased business for your company/organization

Training Methodology

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:-

• 30% Lectures, Concepts, Role Play
• 70% Workshops & Work Presentations, Techniques, Based on Case Studies & Practical Exercises, Software & General Discussions
• Pre and Post Test

Target Audience

This course is intended for all staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centers and help desks and those in a team secretary role.

Daily Topics

For registration & more information please contact

NAYEL Training Centre 

T: +971 4 379 7245 | M: +971 50 249 6876 WhatsApp +971 50 249 6876

Email [email protected]