Call Centre Customer Excellence Programme
6 Sessions
56 Actions
51 Minutes
About
Tagline
Create a positive experience.
Description
Welcome to the Smollan 'Call Centre Customer Excellence Programme'. We are so excited to bring this journey to life for you!
"Customers may forget what you said, but they’ll never forget how you made them feel."
Maya Angelou | Poet & Civil Rights Activist
This module is designed to empower you, with tools to build trust and overcome challenges, and deliver exceptional service. Preparing you so that you will be able to make every customer interaction a positive and memorable one, as you proudly represent our brand and our clients.
You'll Learn How to ...
- Connect with customers: build rapport and adapt to different communication styles.
- Elevate your professionalism: harness emotional intelligence (EQ) to handle even the toughest situations with confidence.
- Resolve challenges effectively: handle queries and complaints with accountability with a focus on service recovery.
- Deliver excellence consistently: use practical frameworks like the 5 C’s of customer care to exceed expectations in every interaction.
Your role at Smollan is more than just resolving issues. It's about creating experiences that reflect the values of the brands we represent and, that leave a lasting positive impression. It's an incredible superpower! You've got this!
Click NEXT to unlock the tools you will need to elevate every customer interaction into moments of excellence! 🚀
About the Author
Smollan People Development Team
Content
Session 1
Connecting with MY Customer
Session 2
The Art of Professionalism
Session 3
Resolving Customer Challenges with Confidence
Session 4
Wrap Up & Feedback
Session 5
Assessment
Session 6
Certificate