Please enable JS

CORPORATE PROGRAMS

Careline Customer Engagement

The Careline Customer Engagement course covers the skills and techniques needed to succeed when working in a call center.

Study Type
Offline & Online
Duration
HRDF Claimable
Language
HRDF
Non-Claimable

ENQUIRE NOW


The Careline Customer Engagement course covers the skills and techniques needed to succeed when working in a call center. It also discusses and explores common call center roadblock and difficulties that can expect to experience in this role of service. In addition, this course will also focus on the importance of call center standards and some tips and recommendation for dealing with some stress encounter in your job.

WHO SHOULD ATTEND

Call Centers Representative

LEARNING OUTCOMES

By the end of this course, the participants will be able to;

  1. Describe the importance of customer service

  2. Define techniques in dealing with difficult situations

  3. Set call center standards and manage stress in the workplace

 

COMPETENCY ENHANCEMENT AREAS

Knowledge Skills Attitude
  • Understand the importance of telephone etiquettes
  • Know about the role of active listening and questioning skills in engaging with customers
  • Learn the skills in managing difficult situations
  • Comprehend the effect of having standardization
  • Steps in managing stress in workplace
  • Apply do and don’t in telephone etiquettes
  • Implement listening and questioning skills to create effective conversation
  • Incorporate skills and techniques in handling the complaining caller
  • Identify responsibilities to create measurable standards for call center
  • Using relaxation techniques in calming self the
  • Aware of own behaviors portray at workplace
  • Willingness to gain understanding to solve customers issues
  • Be more driven to handle difficult circumstances
  • Conscious of own responsibility in building own expectation
  • Aware of managing own time to have balance in the workplace

PROGRAM OUTLINE

WHAT YOU'LL LEARN: DAILY SCHEDULE

  • Define customer service
  • Two important criteria in customer service
  • Element of a good customer service
  • Who is your customer
  • Five customer service tips
  • Creating lasting first impression
  • Body language matters
  • Using positive language and tone of voice
  • Do and Don’t etiquette
  • A positive attitude is everything
  • Principle of “Active Listening”
  • Five techniques in active listening
  • Principle of “Questioning”
  • Five types of questioning skills
  • What in it for me
  • Six steps to control a complaining caller
  • Dealing with difficult situations
  • How to stop the abusive caller
  • Top mistakes to avoid as a customer service
  • What to do when you make a mistake
  • What is standard
  • How standard is created
  • Identify roles and responsibility
  • Creating measurable standard
  • What else to measure
  • Techniques in calming yourself and customers
  • Five forbidden points when handling to a complaint
  • Identify types of stress in work
  • Skills in managing stress
  • Importance of time-management
  • I feel good
  • Listen and ask
  • Help me get out of here
  • I feel relax