phone skills training

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World-Class Call Center Training
By Customer Focus, Inc.

Customer Focus is a leading Call Center training company used by world-class Call Centers at IBM.com, Dell, Verizon Wireless, BMW Financial Services, The Psychological Corporation, and other world-class Care Centers to build inbound Call Center best-practices, phone skill, guidelines, sales, and procedures.

Our Delighting Customers Call Center (DCCC) phone training program is an intensive one-day facilitator-led program delivered at your locations. It provides all your inbound Care Center, Help Desk, and phone sales agent professionals with the best-practices, skill sets, and techniques used by world-class client Care Centers to maximize productivity and quality.

In DCCC, your phone professionals learn to:

• Immediately build rapport and connect with customers
• Reduce escalated and repeat calls
• Use professional inbound call management procedures to handle every call with skill
• Use voice tone and key words to build empathy
• Delight upset and complaining customers
• Increase inbound call productivity and quality of the agent
• If relevant, upsell and cross-sell

Plus, DCCC includes:

• The 32 Must PhoneRules
• The PILOT Call Monitoring Form
• Call Center Metrics and Industry Standards
• Optional E-mail and Web Agent Module
• Upselling and cross-selling techniques
• Customer care recovery techniques
• Use of auto attendants and voice-mail
• Manage stress, image, and attitude
• Customer Satisfaction Checklist

With Delighting Customers Call Center training, your phone professionals learn in one day the core phone skill set and techniques to maintain world-class inbound phone client care standards. Click below for free sample phone training materials and to find out you can try Delighting Customers Call Center training or our other customer service skill training programs for all your employees.

New! Announcing Service Sells! – A one-day (or half-day) sales training program that empowers your service agent reps to up-sell and cross-sell to every customer AND increase customer loyalty. How? Service Sells! Make sales a natural part of every agent's service process and skill set. The result - an immediate impact on sales and an increase in customer satisfaction.

Click Here For Free Samples for all programs




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