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General Onshore Training

Customer Service - New Hire Training (ONGN102)


Description
This course is designed for all new hires to gain Customer Service skills and those who would like to expand their current skills.
Content
  • Customer Service - New Hire Training Syllabus
  • Onshore Mission
  • 10 Call Center tips for Beginners
  • Customer Experience (CX)
  • Customer Experience (CX) Learning Outcomes
  • Customer Experience
  • Customer Experience In Action
  • The Importance of Providing a Great Customer Experience
  • What is your Customer Experience?
  • Professionalism
  • Professionalism Learning Outcomes
  • Positive Attitude
  • You Only Get One First Impression
  • 6 Ways to Show Respect to Other People
  • Call Handling
  • Call Handling Learning Outcomes
  • Solving the Customer’s Problems
  • Call Handling Procedures
  • Escalation Attempt Denied Exercise
  • Difficult Calls
  • Difficult Calls Learning Outcomes
  • 8 Skills You Need To Handle Difficult Customer Phone Calls
  • How to Handle Angry Customers
  • More Diplomatic Phrases with Difficult Call Situations
  • Service Cancellation Call Exercise
  • What Not To Say
  • What Not To Say Learning Outcomes
  • It’s Not What You Say, It’s How You Say It
  • What You Should Do When a Customer is Wrong & Phrases to Avoid
  • Communicating with the Unsatisfied Customer
  • Positive Words
  • Upset Caller Exercise
  • Customer Service Skills Multiple Choice Questions
  • Communication
  • Communication Learning Outcomes
  • How to Acknowledge Customers
  • Customer Service Skills Categorization Activity
  • Why Empathy is so Important to Customer Service
  • 7 Phrases the Convey Empathy to Customers
  • 20 of the Best Empathetic Expressions You will Hear
  • Bad Service Attitude Exercise
  • Listening
  • Listening Learning Outcomes
  • Five Effective Ways of Maintaining Active Listening in the Call
  • The 5 Levels of Listening
  • Paperclip Call Exercise
  • Conflict Resolution
  • Conflict Resolution Learning Outcomes
  • 12 Conflict Resolution Tips for Excellent Customer Service
  • 5 Keys to Effective Conflict Resolution
  • Stress Management
  • Stress Management Learning Outcomes
  • How to Handle the Stress of Working in a Call Center
  • 21 tips for relieving stress.
  • End of Course Survey
  • Customer Service-New Hire Course Survey
  • Please rate this course.
Completion rules
  • All units must be completed
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