1. Discover.Imagine.Grow
Discover.Imagine.Grow
“You have to trust in
something -- your gut,
destiny, life, karma,
whatever. This approach
has never let me down, and
it has made all the
difference in my life." –
Steve Jobs, Apple
Date: 4th/5th March at Kolkata
Mail to info@ cbl www.cbl-global.com 1
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CBL-Global
Global
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2. CALL CENTER SERVICE EXCELLENCE WORKSHOP
Date: 4th/5th March at Kolkata
Timing: 09.00 AM to 5.00 PM Duration: TWO DAYS
Overview Workshop Agenda
Working in a call center is a very important job. Customer Service
Customers from around the country (and
possibly the world) depend on you to provide Learning Point 1: Pre-Assessment
the highest quality service possible to meet Learning Point 2: The Call Center—
—A
their needs and requirements. Call centers c Demanding Place to Work
provide a unique opportunity for customers to Learning Point 3: Customer Priority
make purchases or receive services from the Learning Point 4: Customer Service Tips
comfort and convenience of their own homes Learning Point 5: Response Exercise
via their telephones. As the world becomes Learning Point 6: Customer Service Factoids
more and more connected electronically Learning Point 7: Service Never Goes Out of
ice
through such things as the Internet and e e-mail, Style
the popularity of this trend in customer service Learning Point 8: Service Is Timeless
will certainly continue in the future. As a Learning Point 9: More Customer Service
member of a call center team, you are on the Factoids
cutting edge of this exciting and dynamic Learning Point 10: Call Center Customer Service
technological revolution that is taking place in Self-Test
customer service today. Understanding the Learning Point 11: More Customer Service Tips
principles of call center service is essential to Learning Point 12: Missions Accomplished
Accomp
meet the requirements of customers who call Learning Point 13: Your Personal Mission
into the center. Some of these principles are Statement
unique to call centers and their customers. Learning Point 14: Writing Your Mission
Others have universal application and apply to Statement
dealing effectively with any customer Learning Point 15: Mission Statement Factoids
regardless of the business or situation. Use all (continued)
these principles to provide the best service you
les
possibly can to your customers. You will find
that not only will your customers feel good
about doing business with you, but you will be Developing Telephone Skills
enriched by the experience as well.
Learning Point 17: Really Listen to the Customer
CBL-Global Training Approach adding Learning Point 18: Give “Really Listening” a Try
value Learning Point 19: Listening Tips
Learning Point 20: Listening Skill Practice
Training methodology Learning Point 21: Listening Factoids
Learning Point 22: Building Rapport on the
The workshops actively seek to satisfy the learning Telephone
aims of participants by: Learning Point 23: Rapport Building Tips
Learning Point 24: Rapport Examples
• Offering effective learning opportunities in Learning Point 25: Your Rapport Builders
an atmosphere of mutual cooperation and Learning Point 26: Rapport Building Factoids
respect of culture Learning Point 27: Understanding the Customer
Learning Point 28: Understanding the Customer
• Enabling the participants to use skills for Tips
specific purpose in response to their Learning Point 29: Customer Profiles
working needs and professional interests. Learning Point 30: Understanding the Customer
Factoids
• Recognizing the role of individuals in their
own learning and guiding them toward
towards
independent study strategies.
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3. Workshop Agenda
Continued
Tools of the Trade Registration
Learning Point 32: Customer Service Tools Registration fee inclusive all is Rs. 16,030/- per
Learning Point 33: Using the Wrong Tool participant.
Learning Point 34: Tools of the Trade Tips
Learning Point 35: Customer Service Toolbox Course Reference Handbook Facilitator Guide
Learning Point 36: Tools of the Trade Factoids Training Tools CD
Learning Point 37: Be a Problem Solver Luncheon on all days, tea / coffee twice during
Learning Point 38: Reducing Hassles for the sessions
Customer Group/Corporate discounts are available for
Learning Point 39: Problem-Solving Tips nominations from organizations with two or more
Learning Point 40: Checking for Problem-Free
Free enrolments.
Customer Service Kindly send us an email to info@cbl cbl-global.com
Learning Point 41: Problem-Solving Factoids
Solving with the name of company, address and contact
Learning Point 42: Building Customer Confidence details. .
Learning Point 43: Customer Confidence Tips
ustomer CBL reserves the right to postpone any program
Learning Point 44: Hitting the Target
due to insufficient number of enrolments.
Learning Point 45: Customer Confidence Factoids
Facilitators are internationally certified trainer and
Working in Customer Service Teams educators with an experience pool of 20 years.
Learning Point 47: Teamwork
Learning Point 48: Synergy 2 + 2 > 4
Learning Point 49: Teamwork Tips
Learning Point 50: Teambuilding Exercise
Learning Point 51: Teamwork Factoids
Learning Point 52: Cubicle Neighbors From the Classroom to the Boardroom
Learning Point 53: Cubicle Rules
Learning Point 54: Be a Good Neighbor
Learning Point 55: Cubicle Neighbor Tips
Learning Point 56: Good Cubicle Neighbors
Exercise The difference between education and training
Learning Point 57: Cubicle Neighbor Factoids is practice. In our workshops, true skill transfer
Learning Point 58: Information Sharing takes place during role playing. When closing
Learning Point 59: Outdated Information our workshops, we make a point of
r
Learning Point 60: Information Tips acknowledging that the attendees and coaches
Learning Point 61: Information Sharing Wor
Word expended significant effort, but that all we had
Search Exercise accomplished was training. Senior executives
Learning Point 62: Information Sharing Factoids hire us because they want to implement a
CUSTOMER SERVICE PROCESS Training
PROCESS.
Call Center Customer Relations
is an event during which skills are imparted.
Learning Point 64: Reputations
Learning Point 65: Advertisement Money Can’t The expression “use it or lose it” could have
Buy been created to describe the crossroads
Learning Point 66: Reputations Tips traditional associates face on completing one of
Learning Point 67: Reputations Exercise our workshops. Changing habits that have been
Learning Point 68: Reputations Factoids ingrained for 5, 10, 15, or more years is a
d
Learning Point 69: Customer Expectations daunting challenge.
Learning Point 70: Customer Problems
Learning Point 71: Upset Customer Tips We have both had occasions where we turned
Learning Point 72: Dealing with Upset Customers down business because a lack of management
Exercise support virtually assured that it would have
Learning Point 73: Upset Customer Factoids
toids
been “drive-by” training.
Learning Point 74: Building Tomorrow’s Business
Learning Point 75: Become a Sure Bet for
Success
Learning Point 76: Building Tomorrow’s Business
Tips CBL-Global
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