Beyond a Call Centre

GREAT At Training | Govindarajoo Ramu
Introduction

Providing a positive customer service experience to customers is crucial when working with new clients and creating opportunities for repeat business and/or sales.

How would we feel if the people we are communicating with; listens, understands and do what we say? How much better will the world be? Too good to be true? Learn proven easy-to-use scientific approaches to realise your communication skills.

Expanding and internalising a powerful Team Identity requires an experiential process that enhances learners’ abilities in Understanding Organizational Behaviour, Communication, Time Management and Strategic Thinking; which in turn leads to additional skills and perceptions that become internalised at psychological and subconscious levels to develop into habits.

From this Beyond a Call Centre training-workshop; learn how to communicate professionally on the telephone, manage difficult customers, improve listening skills and much more.

Learning Outcome
  • Blame to Responsibility
  • Evolve as a Team and Effectively handle Customer Challenges
  • Self Focused to Group Focused
  • Process Focused to Objective Focused
  • Gain insight into their personality type and communication preferences
  • Learn to adjust your own communication approach based on need and situation
  • Understand barriers to effective communication and how to overcome them
  • Learn how to effectively utilise tone
  • See conflict as communication
  • How to deal with own and other peoples' anger
Training-Workshop Modules
  • Module 1: Perception vs. Reality
  • Module 2: The Psychology of being Competent
  • Module 3: Principles of Group Motivation
  • Module 4: Rapport Building
  • Module 5: Common Obstacles to Good Communication
  • Module 6: Language of Influence & Persuasion
  • Module 7: Appreciative Inquiry
  • Module 8: Communication Psychology
  • Module 9: Managing Anger
  • Module 10: Are you Doing Your Job
Duration

3 full days of face-to-face and interactive training-workshop.

* Duration and modules can be adjusted based on requirements.

 
Certificate of Learning

Upon completion of this training-workshop, learners’ will be awarded with a Certificate of Learning.

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