Customer Service and Sales Training Workshops

Customer Support for Call Center Environments Workshop

Overview

Within the first few seconds of responding to an incoming call your customers will form an opinion of your organization based on the ambassadorial role your customer service representatives play. Assisting customers in a call centre environment has its own unique set of challenges; challenges that include assisting angry customers, coping with a high volume of incoming calls, detecting and connecting with varying personality types, and managing stress in what can be a very stressful environment for the untrained.

Employees who work in a call centre require exceptionally strong people skills, and yet many have not been exposed to, or are aware of, what exceptional people skills look or sound like. Investing in people skills is crucial to the overall success and public image of your organization. 86 percent of the message your customers receive on the telephone is conveyed through your service representative's tone of voice. Can you afford to leave this important skill set to chance?

“Very well informed, motivating and humorous - didn't get sleepy once.”

~Linda Wilson, Workshop Participant

Who Should Attend

All employees, supervisors and managers of call centre environments who want to develop and improve their customer relation skills and who want to learn how to manage their workplace stress more effectively.

Workshop DiSC® Profile

DiSC Classic Profile

DiSC Classic ® is the leading DiSC assessment on the market.

DiSC Classic assists in self-discovery, communication devlopment, and other crucial soft-skills.

DiSC Classic PDF e-Brochure.

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Workshop Information

Duration:
1 Day Workshop 8:30am to 4:00pm

Cost:
$349.00 Canadian per person plus applicable tax.

Home Study Course:
$169.00 Canadian per person plus applicable tax.

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Payment options information.

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Group Rates & On-Site Workshops

Special rates are available for workshops taken by groups. You can also arrange for a workshop to be hosted at your place of business.

For more information please e-mail us at: workshops@pldynamics.com

Workshop Registration

To register for this workshop, or to request information, please do so using one of the options below. Thank you.

	On-line Request For Information Form.
	Local: (613) 829-4578 Toll Free: 1-877-714-1499
	Printable PDF Registration Form.
	Printable PDF Information Request Form.
	Get Latest Adobe Acrobat Reader

Learning Objectives:

Create a service attitude before answering the phone
Develop tone-of-voice recognition skills
Increased awareness and understanding of call centre measurement criteria
Understand and be able to demonstrate active listening skills
Learn how to reduce customer and service provider workplace stressors
Learn how to respond effectively to angry or upset customers
Learn the importance of self-awareness and empathy in working with customers
Learn how to work effectively in a team environment

Workshop Agenda:

This workshop is hands-on, working on developing an action plan based on each participant’s own personal behavioural style. Through individual and group exercises, role plays and one-on-one instruction, each participant will be able to put into practice the theories learned in this workshop.

E-mail us if you have any questions. We can also be reached toll free at: 1-877-714-1499.

Power Link Dynamics, 2008. A Division of Brinley Consulting & Training Ltd. Ottawa, Ontario, Canada