New Call Center Training Courses Highlight Importance of Customer Service
Mastery Technologies has entered into a partnership with Telephone Doctor, a brand name in the corporate training and development space, in an attempt to highlight the fact that a company's best assets, its customers, are being underutilized and often overlooked.
Well known for its software products and training solutions, the videos takes customer service representatives through the well trodden paths of customer care, emphasizing the skills that they need to provide excellent customer service.
The video highlights the importance of active listening skills, as it is important to lay the foundation for a good customer relationship. Making the client feel that he and his business are important to the company can be powered by developing good listening skills.
To truly discern what customers actually need can be assessed only by asking questions, and this is an art by itself. The video shows how to ask the right questions in the right manner and at the right time. Information from that conversation can prove to be very useful in solving customer service problems.
Interestingly, one of the videos talk about how important tone and clarity are regardless of the medium used for interaction. However, it does stress that different modes of interaction require careful word selection, for the tone of voice and body language are indicators of the extent of involvement and interest.
Another obvious but often overlooked factor that the video emphasizes is giving due respect even to customers with foreign or regional accents. These customers need to feel that in spite of their accents, they are being treated like regular customers of the company.
It's never plain sailing for customer sales representatives as they often have to face the wrath of an angry customer who spews abusive or profane language. Keeping their cool and trying to soothe ruffled feelings goes a long way to building a lasting relationship.
Negative experiences always almost dot the reps' landscape but a fast response, an apology, solving the problem amicably and taking control of the situation can almost always turn a negative experience into a highly positive one.
Online call center training programs are offered by Mastery Tech in the Video on Demand format. Each video is highly informative, can be easily understood and presented in segments that build upon each other. They are available for viewing 24-hours-a-day, as these videos claim to be a great training solution for all customer service professionals
Edited by Tammy Wolf