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Probe. Listen. Empathize. Articulate. Solve. End The PLEASE ! Workshops Call Centre Customer Care Skills Pre-training assessment Training Post-training re-assessment 1 to 1 coaching Trainer/Presenter: Shahrukh Moghal PSMB Approved Trainer EMP1654 Principal Consultant Quality Input Resources Sdn. Bhd. 7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur Tel: 603-23326665 Mobile: +60123278240 Email: shahrukh@contactskills.com web: http://www.contactskills.com/customer_service_training.html Training R Consultancy

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Call Centre Customer Care Skills Project Agenda Pre-training call assessment Agent training Team Leader training Post-training call assessment, One to one coaching, Reporting results

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Project Agenda Step 1 Pre-training call assessment 1. Management meeting Understanding existing service levels Review of the existing service dialogue Satisfaction and dissatsfaction levels What are the current team leadership activities? Current statistics e.g Abandoned call rate, FCR rate Dos and donts for the consultant Signing of NDA if required 2.Call Assessment Assessing recorded calls (Selected agents) Rep skill level, Rep telephone behaviour Dialogue effectiveness Identifying Strengths and weaknesses in order to develop customized training modules Assessing recorded calls made by a minimum of 10 CSRs Developing a Pre-Training Call Performance Assessment Report Adjusting / tailoring training modules according to findings of the report.

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Project Agenda Step 2 Agent training Probe Listen Empathize Articulate Solve End 1.PROBE: The art of uncovering customer issues through strategic questioning skills. Developing the right questions to use for various service situations. 2.LISTEN: There is a strong link between effective listening and service success. We learn how to understand the customer's perspective through active Listening. 3.EMPATHIZE:-Develop emotional intelligence and the niche for looking at the world from the customer's point of view. Put yourself in the customers shoes. 4.ARTICULATE: Learn to use voice and words in a way to generate customer reactions such as sense of relaxation, relief, peace of mind and above all...trust. Utilize various elements of voice such as tone, pitch, inflection, volume and rate of speech in order to calm and direct difficult customer situations 5.SOLVE: Dialogue development phase. Developing dialogues for various customer interactions using the PLEASE Framework. 6.END: End the interaction with an Extra Miler to give the customer a chance to express need further. Open the door for your next follow up call if required. 7.DEALING WITH ANGRY / IRATE CUSTOMERS 8.EFFECTIVE EMAIL WRITING ETIQUETTE 9.ROLE PLAY, ROLE PLAY, ROLE PLAY

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Project Agenda Step 3 Team Leader training Team Leader Training Topics The Contact Centre Team Leader's role Team Leadership Strategy Team Development Leadership Skills Coaching for success Call monitoring and the P.E Form Conducting Motivating Briefings Developing scripts

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Project Agenda Step 4 Post-training call assessment & coaching Implementing the new learning (Back to phones) Call Monitoring and post training evaluation Script effectiveness review Fine tuning rep skills and dialogue Individual soft skills evaluation report development Project report development and delivery Has the skills gap been filled? One to One Coaching for final touches Further improvement plan development Delivering motivational activities to team leaders Follow up visit 2 weeks later (Optional since it is chargeable) A follow-up skills retention exercise shall be performed 2 weeks after completion of the project in order to evaluate performance once again and to provide recommendations for further improvement. This session shall be classroom style 2 hours per group trained. Subsequently, Mr. Shahrukh shall be available for ad-hoc inquiries from trained agents and team leaders through phone or email.

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PSMB Approved Call Centre Trainer +60123278240 shahrukh@contactskills.com www.contactskills.com