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Expert: French Dawn

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This film aim to help call-centre staff answer customer enquiries effectively and professionally. Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! However, it often requires more than just a good telephone manner to deal with these types of people: good training is essential.

In a fun and friendly way, this programme shows how customers can be kept satisfied and loyal to an organisation. It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.

All levels of call-centre staff will be able to add value to their service, and develop as agents who are able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.


The key training Points:

-Learn techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach
-Keep customers loyal to your business


 

 

 

 

 

 


PROGRAM INFORMATION

Programme includes:

FOR PURCHASE FOR RENTAL
DVD
Course leader's guide (PDF) Delegate worksheets
Powerpoint slides/OHPs Self-study workbook Powerpoint slides/OHPs Self-study workbook

Length: 25 minutes


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