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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, BMW Financial Services, The Psychological Corporation, and other world-class Call Centers to build Call Center best-practices, phone skills, guidelines, 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 Call Center, Help Desk, and phone professionals with the best-practices and techniques used by world-class Call Centers to maximize Call Center productivity and quality.
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In DCCC, your phone professionals learn to:
• Immediately build rapport and connect with customers
• Reduce escalated and repeat calls
• Use professional call management procedures to handle every call
• Use voice tone and key words to build empathy
• Delight upset and complaining customers
• Increase call productivity and quality
• If relevant, upsell and cross-sell
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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 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 skills and techniques to maintain world-class phone 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 training programs for all your employees.
New! Announcing Service Sells! – a one-day (or half-day) training program that empowers your service reps to up-sell and cross-sell to every customer AND increase customer loyalty. How? Service Sells! makes selling a natural part of every service process. 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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