The Central Objectives of this programme are as follows:

• Learn how to win over customers in the first 30 seconds on the phone.
• Understand how to manage your own state and reflect your positive state on customers.
• Master questioning and listening skills to make clients feel safe and ensure satisfaction.
• Obtain linguistic tools and vocal techniques to build common ground and rapport.
• Explore ways to tap the motives and hidden psychological needs of customers.
• Identify ways to negotiate effectively for win-win outcomes.
• Master objection handling and deal skilfully with difficult or challenging customers.

Designing Approach

Tailor-Made for Your Needs: Solid State Training Solutions works closely with every client as a long-term strategic partner. We conduct pre-training requirements process which includes collecting details of the registered delegates and conducting training needs analysis meetings to align the training solution with the client’s objectives.

Delivery Methodology

• Simulation – providing life-like scenarios through structured learning experiences and to improve business awareness and management skills.
• Role Play – acting-out situations in groups, under the supervision and feedback of a lead coach.
• Presentations, Videos and Video Recording – visual materials to support presentations of theory.
• Games – learning is fun with Solid State Training Solutions! Using a variety of tools and games to emphasize the learning experience.
• Discussions – use two-way communication between the trainer and the trainees to increase learning opportunities.
• Questionnaires – to gather information from the participants, attributed or anonymous, free-form questions and multiple-choice.
• Case Study Analysis – a key tool for such workshops, either individuals or groups review the materials provided to understand a key message and then present their findings to the other participants.

With the business environment so vital to retaining existing customers and attracting new ones, making the user experience — whether in person, online or over the telephone — can directly impact business profits. Whenever a customer needs immediate service or wants to resolve an issue, they simply pick up the phone for help. This is where every aspect of the call centre experience can make all the difference between a satisfied or disappointed customer. The authentication process, security assurance, and the speed at which customers are served are all critical aspects where the call centre can be the difference.

By the end of this course, participants will be able to gain the following:

• Recognise your communication style, and how to make every phone interaction with the customer a positive experience.
• Overcome fear and become confident in handling any type of customer with skill and professionalism.
• Understand caller behaviour and quickly assess customer needs and issues.
• Tactfully diagnose and effectively control any difficult customer interaction on phone.
• Adopt a range of voice techniques to give a cheerful and professional impression.
• Master structured questioning techniques to glean information from customers.
• Use the art of persuasion to effectively negotiate outcomes.
• Become skilful at managing and maintaining your own attitude and composure in stressful situations.
• Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips.

The Central Objectives of this programme are as follows:

• Develop a strong sense of the significance of ‘excellence at work.
• Understand our customers, their varying needs and their expectations.
• Discover ways to consistently exceed to create and maintain customer loyalty.
• Build a ‘solution page’ for all our challenges.
• Learn how to take ownership, responsibility and accountability for our customers.
• Understand the basics of emotional intelligence and know how to apply it.
• Learn how to demonstrate professionalism at work under all conditions.
• Create a ‘bank’ of the best questions.
• Convert questions into good information.
• Know how to listen skilfully and effectively - and why we should do so.
• Understand how to build and maintain meaningful and trust-based relationships.
• Develop (as a team) a professional work charter in line with the company’s values.

Designing Approach

Tailor-Made for Your Needs: Solid State Training Solutions works closely with every client as a long-term strategic partner. We conduct pre-training requirements process which includes collecting details of the registered delegates and conducting training needs analysis meetings to align the training solution with the client’s objectives.

Delivery Methodology

• Simulation – providing life-like scenarios through structured learning experiences and to improve business awareness and management skills.
• Role Play – acting-out situations in groups, under the supervision and feedback of a lead coach.
• Presentations, Videos and Video Recording – visual materials to support presentations of theory.
• Games – learning is fun with Solid State Training Solutions! Using a variety of tools and games to emphasize the learning experience.
• Discussions – use two-way communication between the trainer and the trainees to increase learning opportunities.
• Questionnaires – to gather information from the participants, attributed or anonymous, free-form questions and multiple-choice.
• Case Study Analysis – a key tool for such workshops, either individuals or groups review the materials provided to understand a key message and then present their findings to the other participants.

Throughout the training days, the delegates will be asked to develop action plans for ongoing application of their new learning.

These action plans will contribute to the interim performance discussion, at which point the delegates will be expected to detail at least three positive changes in attitude, skill, knowledge and behaviour. 

With the business environment so vital to retaining existing customers and attracting new ones, making the user experience — whether in person, online or over the telephone — can directly impact business profits. Whenever a customer needs immediate service or wants to resolve an issue, they simply pick up the phone for help. This is where every aspect of the call center experience can make all the difference between a satisfied or disappointed customer. The authentication process, security assurance, and the speed at which customers are served are all critical aspects where the call center can be the difference.

By the end of this course, participants will be able to gain the following:

• Recognize communication style, and how to make every phone interaction with the customer a positive experience.
• Overcome fear and become confident in handling any type of customer with skill and professionalism.
• Understand caller behaviour and quickly assess customer needs and issues.
• Tactfully diagnose and effectively control any difficult customer interaction on phone.
• Adopt a range of voice techniques to give a cheerful and professional impression.
• Master structured questioning techniques to glean information from customers.
• Use the art of persuasion to effectively negotiate outcomes.
• Become skilful at managing and maintaining your own attitude and composure in stressful situations.
• Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips.