Date:

Mail to info@ cbl

“You have to trust in “You have to trust in “You have to trust in “You have to trust in

something something something something -------- your gut, your gut, your gut, your gut,

destiny, life, karma, destiny, life, karma, destiny, life, karma, destiny, life, karma,

whatever. This approach whatever. This approach whatever. This approach whatever. This approach

has never let me down, and has never let me down, and has never let me down, and has never let me down, and

it has made all the it has made all the it has made all the it has made all the

difference in my life." difference in my life." difference in my life." difference in my life." ––––

Steve Jobs, AppleSteve Jobs, AppleSteve Jobs, AppleSteve Jobs, Apple

Discover.IDiscover.IDiscover.IDiscover.Imagine.Growmagine.Growmagine.Growmagine.Grow

CBL-Global

www.cbl-global.com

Date: 4th/5th March at Kolkata

Mail to info@ cbl-global.com

Global

global.com

1

at Kolkata

bal.com

CALL CENTER SERVICE EXCELLENCE

Date: 4th/5th March at Kolkata

Timing: 09.00 AM to 5.00 PM Duration: TWO

Overview

Working in a call center is a very important job. Customers from around the country (and possibly the world) depend on you to provide the highest quality service possible to meet their needs and requirements. Call cprovide a unique opportunity for customers to make purchases or receive services from thecomfort and convenience of their own homes via their telephones. As the world becomes more and more connected electronically through such things as the Internet and ethe popularity of this trend in customer service will certainly continue in the future. Asmember of a call center team, you are on the cutting edge of this exciting and dynamic technological revolution that is taking place incustomer service today. Understanding the principles of call center service is essential to meet the requirements of customers who call into the center. Some of these principles areunique to call centers and their customers. Others have universal application and apply to dealing effectively with any customer regardless of the business or situation. Use all these principles to provide the best service you possibly can to your customers. You will find that not only will your customers feel good about doing business with you, but you will be enriched by the experience as well.

CBL-Global Training Approach adding

value

Training methodology

The workshops actively seek to satisfy the learning

aims of participants by:

• Offering effective learning opportunities in

an atmosphere of mutual cooperation and

respect of culture

• Enabling the participants to use skills for

specific purpose in response to their

working needs and professional interests.

• Recognizing the role of individuals in their

own learning and guiding them toward

independent study strategies.

CBL-Global

www.cbl-global.com

CENTER SERVICE EXCELLENCE WORKSHOP

TWO DAYS

Workshop Agenda

Customer Service Learning Point 1: Pre-Assessment Learning Point 2: The Call Center—Demanding Place to Work Learning Point 3: Customer Priority Learning Point 4: Customer Service TipsLearning Point 5: Response Exercise Learning Point 6: Customer Service FactoidsLearning Point 7: Service Never Goes Out of Style Learning Point 8: Service Is TimelessLearning Point 9: More Customer Service Factoids Learning Point 10: Call Center Customer Service Self-Test Learning Point 11: More Customer Service Tips Learning Point 12: Missions AccompLearning Point 13: Your Personal Mission Statement Learning Point 14: Writing Your Mission Statement Learning Point 15: Mission Statement Factoids

(continued) Developing Telephone Skills Learning Point 17: Really Listen to the Customer Learning Point 18: Give “Really Listening” a TryLearning Point 19: Listening Tips Learning Point 20: Listening Skill Practice Learning Point 21: Listening Factoids Learning Point 22: Building Rapport on the Telephone Learning Point 23: Rapport BuildingLearning Point 24: Rapport Examples Learning Point 25: Your Rapport BuildersLearning Point 26: Rapport Building FactoidsLearning Point 27: Understanding the Customer Learning Point 28: Understanding the Customer Tips Learning Point 29: Customer Profiles Learning Point 30: Understanding the Customer

Factoids

Working in a call center is a very important job. Customers from around the country (and possibly the world) depend on you to provide the highest quality service possible to meet their needs and requirements. Call centers provide a unique opportunity for customers to make purchases or receive services from the

and convenience of their own homes via their telephones. As the world becomes more and more connected electronically through such things as the Internet and e-mail, the popularity of this trend in customer service will certainly continue in the future. As a member of a call center team, you are on the cutting edge of this exciting and dynamic technological revolution that is taking place in customer service today. Understanding the principles of call center service is essential to

customers who call into the center. Some of these principles are unique to call centers and their customers. Others have universal application and apply to dealing effectively with any customer regardless of the business or situation. Use all

les to provide the best service you possibly can to your customers. You will find that not only will your customers feel good about doing business with you, but you will be

Approach adding

The workshops actively seek to satisfy the learning

Offering effective learning opportunities in

an atmosphere of mutual cooperation and

Enabling the participants to use skills for

specific purpose in response to their

working needs and professional interests.

Recognizing the role of individuals in their

own learning and guiding them towards

Global

global.com

2

—A

Learning Point 3: Customer Priority Learning Point 4: Customer Service Tips Learning Point 5: Response Exercise Learning Point 6: Customer Service Factoids

ice Never Goes Out of

Learning Point 8: Service Is Timeless Learning Point 9: More Customer Service

Learning Point 10: Call Center Customer Service

Learning Point 11: More Customer Service Tips Learning Point 12: Missions Accomplished Learning Point 13: Your Personal Mission

Learning Point 14: Writing Your Mission

Learning Point 15: Mission Statement Factoids

Learning Point 17: Really Listen to the Customer Learning Point 18: Give “Really Listening” a Try

Learning Point 20: Listening Skill Practice Learning Point 21: Listening Factoids Learning Point 22: Building Rapport on the

Learning Point 23: Rapport Building Tips Learning Point 24: Rapport Examples Learning Point 25: Your Rapport Builders Learning Point 26: Rapport Building Factoids Learning Point 27: Understanding the Customer Learning Point 28: Understanding the Customer

Profiles Learning Point 30: Understanding the Customer

Workshop Agenda Continued

Tools of the Trade Learning Point 32: Customer Service ToolsLearning Point 33: Using the Wrong Tool Learning Point 34: Tools of the Trade Tips Learning Point 35: Customer Service ToolboxLearning Point 36: Tools of the Trade Factoids Learning Point 37: Be a Problem Solver Learning Point 38: Reducing Hassles for the Customer Learning Point 39: Problem-Solving Tips Learning Point 40: Checking for Problem-Free Customer Service Learning Point 41: Problem-Solving Factoids Learning Point 42: Building Customer Confidence Learning Point 43: Customer Confidence Tips Learning Point 44: Hitting the Target Learning Point 45: Customer Confidence Factoids

Working in Customer Service Teams Learning Point 47: Teamwork Learning Point 48: Synergy 2 + 2 > 4 Learning Point 49: Teamwork Tips Learning Point 50: Teambuilding ExerciseLearning Point 51: Teamwork Factoids Learning Point 52: Cubicle Neighbors Learning Point 53: Cubicle Rules Learning Point 54: Be a Good Neighbor Learning Point 55: Cubicle Neighbor Tips Learning Point 56: Good Cubicle Neighbors Exercise Learning Point 57: Cubicle Neighbor FactoidsLearning Point 58: Information Sharing Learning Point 59: Outdated Information Learning Point 60: Information Tips Learning Point 61: Information Sharing WorSearch Exercise Learning Point 62: Information Sharing Factoids Call Center Customer Relations Learning Point 64: Reputations Learning Point 65: Advertisement Money Can’t Buy Learning Point 66: Reputations Tips Learning Point 67: Reputations Exercise Learning Point 68: Reputations Factoids Learning Point 69: Customer ExpectationsLearning Point 70: Customer Problems Learning Point 71: Upset Customer Tips Learning Point 72: Dealing with Upset Customers Exercise Learning Point 73: Upset Customer Factoids Learning Point 74: Building Tomorrow’s BusinessLearning Point 75: Become a Sure Bet for Success Learning Point 76: Building Tomorrow’s Business Tips CBL-Global

www.cbl-global.com

Customer Service Tools

Learning Point 34: Tools of the Trade Tips Learning Point 35: Customer Service Toolbox Learning Point 36: Tools of the Trade Factoids

38: Reducing Hassles for the

Free

Solving Factoids Learning Point 42: Building Customer Confidence

ustomer Confidence Tips

Learning Point 45: Customer Confidence Factoids

Point 50: Teambuilding Exercise

Learning Point 56: Good Cubicle Neighbors

Learning Point 57: Cubicle Neighbor Factoids

Learning Point 61: Information Sharing Word

Learning Point 62: Information Sharing Factoids

Learning Point 65: Advertisement Money Can’t

Learning Point 69: Customer Expectations

Learning Point 72: Dealing with Upset Customers

toids Learning Point 74: Building Tomorrow’s Business Learning Point 75: Become a Sure Bet for

Learning Point 76: Building Tomorrow’s Business

The difference between education and training

is practice. In our workshops, true skill transfer

takes place during role playing. When closing

our workshops, we make a point of

acknowledging that the attendees and coaches

expended significant effort, but that all we had

accomplished was training. Senior executives

hire us because they want to implement a

CUSTOMER SERVICE PROCESS

is an event during which skills are imparted.

The expression “use it or lose it” could have

been created to describe the crossroads

traditional associates face on completing one of

our workshops. Changing habits that have been

ingrained for 5, 10, 15, or more years is a

daunting challenge.

We have both had occasions where we turned

down business because a lack of management

support virtually assured that it would have

been “drive-by” training.

From the Classroom to the Boardroom

Registration

Registration fee inclusive all is Rs.

participant.

� Course Reference Handbook Facilitator Guide

� Training Tools CD

� Luncheon on all days, tea / coffee twice during

sessions

Group/Corporate discounts are available

nominations from organizations with

enrolments.

Kindly send us an email to info@cbl

with the name of company, address

details. .

CBL reserves the right to postpone

due to insufficient number of enrolments

Facilitators are internationally certified trainer and

educators with an experience pool of 20 years.

Global

global.com

3

The difference between education and training

is practice. In our workshops, true skill transfer

role playing. When closing

r workshops, we make a point of

acknowledging that the attendees and coaches

expended significant effort, but that all we had

accomplished was training. Senior executives

hire us because they want to implement a

PROCESS. Training

is an event during which skills are imparted.

The expression “use it or lose it” could have

been created to describe the crossroads

face on completing one of

our workshops. Changing habits that have been

d for 5, 10, 15, or more years is a

We have both had occasions where we turned

down business because a lack of management

support virtually assured that it would have

From the Classroom to the Boardroom

16,030/- per

Course Reference Handbook Facilitator Guide

days, tea / coffee twice during

available for

with two or more

cbl-global.com

address and contact

any program

enrolments.

are internationally certified trainer and

educators with an experience pool of 20 years.