Call Center Course - Insignis West

Call Center Course

GENERAL OBJECTIVES

Provide attendees with call center service techniques.

SPECIFIC OBJECTIVES

At the end of the course, employees must be able to:

Valuing the Company’s image, based on the Customer Relationship;
Choose the most appropriate communication attitudes for each Customer Relationship situation;
Select different attitudes taking into account different situations;
Distinguish the main techniques in communication;
Define the line of response to conflict situations generated by the
Client;
Understand the management of a complaint as an opportunity for satisfaction;
Identify effective conflict response mechanisms;
Describe communication strategies in complaint management.

RECIPIENTS

This course is intended for Service employees in a Call Center environment.

DURATION

2 days | 12 hours

PROGRAM

Module 1

Customer Greeting

Module 2

listen to the customer

Module 3

Situation Diagnosis

Module 4

The Resolution / Clarifications

Module 5

Contact Closing

Module 6

Complaint / Conflict as a way to build customer loyalty

Module 7

How to Build Loyalty Through a Complaint

The Course Includes: Training, Documentation, and Certificate

Course registration

Phone: +46317995537 or +351 91 294 81 41 | email: [email protected]

Certifications

DGERT – Certifying Entity – Ministry of Labor and Social Security of Portugal

TierOne Consulting

OCC – Order of Accountants

Partnerships

TierOne Consulting

Shield Seguros

Adamantware

Alencastre Net

Porto de Lisboa

PTG Portugal

About Insignis West Academy

Insignis West is a European training and consultancy company dedicated to adding value and improving human resources in companies.

We work in a wide range of business contexts serving companies, professionals, organizations, and institutions both domestically and internationally.

We are dedicated to enhancing the skill base of professionals following a thorough assessment and identification of the needs of each client.

Insignis West is accredited by DGERT. All of our trainers hold a CCP – Certificado de Competências Pedagógicas (Certificate of Pedagogical Competence) issued by the IEFP (Institute of Jobs and Professional Training) and they are highly qualified in the areas they teach, a fact that guarantees not only technical but pedagogical quality.

Insignis West sees itself as a partner in the development of a more enlightened society. We are prepared to face the challenge of raising the levels of qualification and of mobility that is of utmost importance in the international market.

Insignis West is present in a number of markets in North, Central, and Southern Europe in such demanding areas as Telecommunications, Energy, Water, Government Agencies, Logistics, Transport, Ports, Distribution, Oil, Gas, Public Administration, Health, Publishing, and B2B.

Insignis West positions itself as a partner in the development of more enlightened societies prepared to face the challenges of qualification and mobility, so decisive in the international market.