Training course objectives.
- Knowledge: Provide an overview of Customer Care, contact channels in the 4.0 era, characteristics and ways to identify customer needs and expectations. Introduce standard processes in communication and customer care.
- Attitude: Students have a correct and complete understanding of Comprehensive Customer Service, thereby having the right attitude in Customer Service, becoming more attached to and trusting the brand they serve.
- Skill: Providing basic skills to help students build processes and standards in customer service to apply to business operations. Grasping techniques to listen, understand customers, and master calls in customer service. All of these factors help improve customer service capacity for employees and bring professionalism to customer service.
Training program content.
| 1. Customer service overview. |
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| 2. Communication & platform elements over voice channels. |
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| 3. Basic telephone customer care skills. |
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| 4. Specialized customer care skills. |
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| 5. Customer psychology and identifying sales opportunities. |
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| 6. Summary and final test. |
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Results achieved.
√ Ability to understand customers. Know how to create customer satisfaction with products and services.
√ Remember and apply the rules in customer service.
√ Proficient in using the process of communicating with customers over the phone.
√ Know how to listen and respond to information when interacting with customers.
√ Know how to reflect and improve your abilities.
Teaching staff.
In-House Training Implementation Process
In order to effectively implement In-house training programs, closely following the specific requirements of the business, while optimizing the time, cost and resources of the business, Bellsystem24-Vietnam's In-house Training program is often implemented according to the specific requirements of the business with the following 6 steps:
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