Call Center Customer Service

Margaret DeMarino

Margaret DeMarino is a corporate trainer, specializing in the area of written and verbal communication, supervisory skills, administrative training, and customer service. Known for her "fun and functional" approach, Ms. DeMarino offers workshops and webinars to a wide range of clients including, banks and financial institutions, manufacturing companies, state and federal government agencies, and others. Ms. DeMarino holds a B.A. in Communication Arts from the University of Dayton and was a Fellow of the Yale-New Haven Teachers Institute at Yale University. She also currently free-lances for the Hartford Courant.

Tuesday, August 17th, 2010
10:00 am - 12:00 pm CT

2.5 CCSR, 2.5 CPB Credits

Incoming! Every time the telephone rings at a call center, there's a new opportunity to exceed customer needs. But who will be other end? Perhaps it will be a pleasant customer with a simple request, an irate customer who is spouting frustration, or a client with a speech pattern that is hard to understand. A CSR's day is far from routine. This workshop is specifically designed to meet the demands and address the pressures of call center customer relationship management. It will help you handle call after call in a proficient and professional manner and to manage your own "tele-stress" so you can be your best!

Covered Topics:

The unique dynamics of telephone customer service
The top 15 Do’s and Don’ts for Call Center Customer Service
The importance of proper attitude and mood
The differences between statements, questions, and objections
The main customer types and how to deal with each
Ways of creating constructive dialogue
Strategies for increasing listening skills
A game plan for handling calls—open, identify, act, agree, close
Methods for handling “chatty” callers
Ways to politely end the “endless phone call”
Techniques for dealing with the “hard-to-understand” caller
Techniques for dealing with angry callers
Strategies for handling uncooperative callers
Ways to handle your own “tele-stress”

Who Should Attend?

Call center customer service representatives, supervisors, and managers—although anyone will benefit who handles telephone customer service

Sign Up!

Recording only - $255.00: Unlimited playback & materials only. If you are unable to attend the regularly scheduled event, but are interested in the topic, you can purchase the recorded version. You will receive a web address for online viewing and an audio CD and handouts for offline viewing.