Define Good Customer Service with Call Center and Contact Center Service Excellence
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At the heart of all of the ATC contact center training courses is in depth examination and practice of key communication techniques and customer service soft skills that come into play every time call center professionals answer the phone.
Here are examples of the specialized call center service training programs by ATC (Advanced Team Concepts).
R.A.C.E to Win With Service Excellence
Establishes the foundation for service excellence when dealing with the customer indirectly (via phone and email). Through effective call management and customer care, your associates will succeed in providing a positive customer experience.
Illustrates critical moments in customer service. Regardless of the customer issue, there is a “moment of truth” in which the customer is satisfied or dissatisfied with the service. Your associates play a critical role in a positive and satisfying customer experience.
R.A.C.E. – key techniques for succeeding at each step of the customer interaction:
R.A.C.E. equips your team members to handle challenges. Techniques for handling difficult customer issues and circumstances are brought to life through in-class activities and role-play scenarios based on actual day-to-day experiences.
Going the Extra Mile
For High Performance in Customer Service
Going the Extra Mile, ATC’s advanced customer service training for call center associates, is an extension of the R.A.C.E. class. It is designed to continue to equip your associates with the specific customer service techniques and skills that will lead to improving customer satisfaction.
Extra Mile builds on the R.A.C.E. foundation for service excellence. Through continuous call management and customer care, your associates will succeed in providing a positive customer experience.
Going the Extra Mile expands the thinking and skill practiced in each of the components of R.A.C.E.:
Understanding Personality differences
Exploring cultural diversity and its impact when connecting with customers
Managing and/or reducing conflicts and tensions
Managing challenging conversations
Ending with a clear path to resolution
Understanding / serving throughout the process
F.U.E.L – Coaching and Feedback for High
F.U.E.L. is a set of tools related to coaching, providing effective feedback, and applying leadership principles. It is designed for the team leaders that equip your call center associates with the specific customer service feedback and guidance that will lead to improving customer satisfaction.
F.U.E.L. establishes the foundation for call monitoring and coaching. Managing the efficiency and quality of the call can be improved when focus is placed on both monitoring and coaching. The course illustrates the process for effective feedback. Regardless of the customer surveys, individual performance feedback is the key for improving the customer satisfaction.
F.U.E.L. provides key skills for succeeding at each step:
F—Feedback—honest and constructive one-on-one dialogue to support individual learning and improve levels of performance
U—Utilize—call monitoring / auditing processes that will lead to an increase in customer satisfaction
E—Empower—vesting people with the responsibility for action
L—Lead—influence to inspire, support and build strong teams
This call center management training provides the skills and tools necessary to lead and empower. Techniques are brought to life through in-class activities and role-play scenarios based on organizational experiences.