Call centres often offer some of the most dynamic and challenging kinds of work available. This part is especially true for the customer support agent, who is considered the bridge between the customer and the company, and is therefore often the determining factor of the customer’s experience. It paves the way for new experiences as well as challenges any customer support agent on the phone, and so they have to be equally dynamic. Competency, therefore, is an ideal as much as it is necessity. Accordingly, this training course is designed to help participants, particularly customer support representatives and call centre agents, achieve high competency by teaching them key self-motivational techniques, questioning techniques, critical thinking skills, and de-escalation tips and tricks that will greatly help them in their day to day tasks.

Without a doubt, customer service is extremely important and at times difficult to provide; they often decide the fate of customer loyalty and profit margins, and so must be handled with meticulous attention to detail and resilience that rivals even that of soldiers in battle. Our training course will highlight this universal need by teaching employees how to be more resilient by means of self-help, how to ask the right questions in the best, most customer-oriented manner possible, how to think fast and logically in an industry that constantly demands speed and efficiency, and how to address even the most irate of customers. Lastly, this training course can be added into a customised training session that can help address your team’s more specific needs.