Call Center Training Basics

1. Customer Service Representative
Call Center Performance
Corrie Woolcott, HCS
CWoolcott@ManageYourPerformance.com
1

2. GOALS and OBJECTIVES
Acquire new skills, tips, techniques as it pertains to phone conversations
Develop and improve call performance
Learn how to be pro-active in handling phone conversations
Learn the 8 steps to call success
www.ManageYourPerformance.com

3. VALUE PROPOSITION
What’s In It For You?
This ecourse will provide you with simple, yet effective, skills and
techniques which, when used exactly as directed, will improve your
customer contact situations. The benefits to you are:
Increased confidence from having the right tools.
Reduced stress by better handling challenging situations.
Increased job satisfaction from doing something well.
That great feeling you get inside from helping others.
Increased value to your employer
www.ManageYourPerformance.com

4. PICK YOUR TARGET
ManageYourPerformance.com reminds you when an irate caller
launches a verbal assault. The caller is not deliberately upset at
you personally.
In 99% of the cases, the real target for this frustration is due to
some communication breakdown in the call, transfer of information,
an un kept promise, missed commitment or deadline, system
malfunction….
www.ManageYourPerformance.com

5. BUILD RELATIONSHIPS
Create a Supportive Environment
Definition of RAPPORT:
A relationship of mutual understanding or trust and agreement
between people
wordnetweb.princeton.edu/perl/webwn
Are you….
Understanding
Compassionate
Supportive
Concerned
Considerate
Actively Listening
www.ManageYourPerformance.com

6. SKILL
SKILL is……
The ability to use one’s knowledge effectively and
readily in execution or performance.
www.ManageYourPerformance.com

7. LISTENING SKILLS
Develop good listening skills…
Are you Attentive
Are you Understanding
Are you Detecting Hidden Messages
Are you in control of your Tone
Are you Acknowledging your customer
www.ManageYourPerformance.com

8. KNOW HOW to PERSUADE &
INFLUENCE
Your Persuasive Ability depends on:
What you say
How you say it
When you say it
Identifying a need (Caller’s request)
Identifying a benefit (Alternate choice or process)
How you promote & sell yourself
www.ManageYourPerformance.com

9. SPEAKING SKILLS
Speaking Skills
Enunciation
Adult Tone
Good Pace
Eliminate Sarcasm
Eliminate Slang
Good Diction
Eliminate Jargon
Sound Bite
www.ManageYourPerformance.com

10. KNOW YOUR PRODUCT
Product Knowledge
Become a Superior Product Expert
Learn & Practice Call Scripts
Learn Everything about Product Features
What are the Benefits for your Client
Probe for Details & Ask Questions (Be a consultant)
Recommend a Customized Solution for their needs
Be an Advocate for the Product and your Company (Be your biggest fan)
www.ManageYourPerformance.com

11. LISTEN
Hear without judging and assuming
Notice feelings like:
Anxiety….. Fear….. Excitement…..Distress…..Anger
Do not allow yourself to jump to conclusions
Find the right key emotional driver
Sound Interested + = YOUR Personalized
Response
www.ManageYourPerformance.com

12. MANNERS & PROFESSIONALISM
What is your approach?
Say “Please and Thank You”
Use the Customer’s Name to Build Rapport
Leave the Customer Satisfied
Make the Customer Feel Right to do Business with You
Give a Phrase of Assurance, Speak with Confidence
Provide Superior Service Consistently
Always Hang Up Last
www.ManageYourPerformance.com

13. WHAT ARE OBJECTIONS?
Navigate your way through the call
Customer Has His/her Own Reasons
Lack of Knowledge
Lack of Understanding
Skepticism
Other Priorities
www.ManageYourPerformance.com

14. TYPES of OBJECTIONS
Personality
Conflict & Past
Experience
Procedures System
& Process Limitations
Product or Types of Procrastination
Service Failure Objections & Timing
www.ManageYourPerformance.com

15. DO it RIGHT
When You use the name of the person
When You make a great recommendation
Cus ed
When You ask the right questions to
Foc mer
use
d
imiz
Min rors
Er
When You demonstrate professionalism E
Com ffective sult
s
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icat Bette
ion Get
When You accurately process a request Spe
cific
, Me SMART n
Relia asurab lutio
eso
When You speak like an expert ble l
and e, Achie
Tim 1st
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Do t ely vable
he R
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ates e H igh
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ure
www.ManageYourPerformance.com

16. 8 STEPS to CALL SUCCESS
1. Build Relationships
2. Continuous Skill Development
3. Listen without Judging & Making Assumptions
4. Speak with Good Diction
5. Develop your Product & Systems Knowledge
6. Handle Objections with Persuasion and Influence
7. Be a TRUE Professional
8. Wrap Up & Complete the Call
www.ManageYourPerformance.com