| You are on the frontline. A Call Centre consultant’s ability to deal well with new and current business can make or break an organisation. |
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| direct EFFECT enhances your skills as first point of contact to maintain and increase existing customer business, establish new customers and create differentiation and a high level of customer. |
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| What it involves |
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Examination of your self-concept and self-esteem. Understand your personal effectiveness through visualisation, stress management and personal motivation. |
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Development of customer relations through an understanding of interpersonal effectiveness. Making the right recommendations; anticipating customer needs; handling rejection/critisism; ensuring customer loyalty; and monitoring customer satisfaction. |
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Ensuring your job performance by examining levels of competency. Understand goal setting; improve your knowledge; and learn how to monitor you own performance. |
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| What can be achieved |
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Establish credibility with customers. |
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Develop critical skills for listening, questioning and empathetically responding. |
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Increase your ability to control and direct your own reactions under pressure. |
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Increase your value to your organisation by identifying new business opportunities and maintaining current customer satisfaction, reducing customer complaints. |
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| direct EFFECT is a 2 day program which can be presented in 4 x 4 hour modules. |
| It can include a Call Centre Simulation &/or Customer Service Skills Assessment Process for selection and/or training needs analysis. |
| Further support can be obtained through the Managing directEFFECT program, for team leaders & supervisors. |
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| To learn more about how direct EFFECT can contribute to your call centre’s success, click on the ‘Contact Us’ bar below. |