Course Outline
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: It Starts at the Top
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
- Case Study
- Module Two: Review Questions
Module Three: Peer Training
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded Calls
- Cross Training
- Case Study
- Module Three: Review Questions
Module Four: How to Build Rapport
- Smile in Your Voice
- Engage in Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
- Case Study
- Module Four: Review Questions
Module Five: Learn to Listen
- Allow Customer to Talk
- Avoid Judgment
- Take Notes
- Recap the Call
- Case Study
- Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
- Scripting
- Dead Air
- Tone & Inflection
- Saying it the Right Way
- Case Study
- Module Six: Review Questions
Module Seven: Manners Matter - Etiquette & Customer Service (II)
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
- Case Study
- Module Seven: Review Questions
Module Eight: Handling Difficult Customers
- Keep Calm
- Listen, Repeat, and
- Avoid Placing Blame
- Solve the Problem
- Case Study
- Module Eight: Review Questions
Module Nine: Getting the Necessary Information
- Have a Checklist
- Linear Thinking
- Open-Ended Questions
- Close-Ended Questions
- Case Study
- Module Nine: Review Questions
Module Ten: Performance Evaluations
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
- Case Study
- Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations