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Customer Service Skills Training

This module will provide participants with the skills in effectively interacting with customers.  It is based on how BPOs train their agents in dealing with the most difficult customers.  Participants will learn to treat clients correctly, in both face-to-face and phone interactions.

  • Qualities of an Excellent Customer Service
    • Communication Skills for Customer Service Staff
      • Inflection
      • Volume
      • Pace
    • The Building Blocks of Customer Service
      • Active Listening
      • Correct Probing
      • Positive Scripting
      • Handling Emotions
    • Do’s and Don’t’s in Customer Service
      • General Techniques
      • Call Listening: Good versus Bad Calls
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  •  Handling Unsatisfied Customers
    • Understanding Irate Calls
    • General Tips in Handling Unsatisfied Customers
    • Types of Complains and How to Handle Them
    • Handling Irate Customers
      • General Tips in Handling Irate Customers
      • Steps to Dissipate an Irate Caller

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