Technology and globalization mean that call center agents are increasingly required to deliver customer-oriented support effectively in English.
Our Function & Industry specific training solutions are fully flexible and can be delivered in a number of ways.
WHO’S IT FOR?
Just as poor quality can upset customers and reduce profits, outstanding customer care can make the difference in a competitive world. Our English training solutions for call centers & service centers are designed to develop, practice and transfer the language and skills you need to be successful.
Taking calls and requests
Communicating B2B and B2C
Applying the RATER model to your customer interactions
Registering and documenting calls and actions
Managing your customers’ expectations
Uncovering key information through questioning
Dealing with dissatisfaction and distress
Using the opportunity of a complaint
Listening for explicit and implicit messages
Delivering unwanted news
Communicating with support levels
Comparing communication methods
Matching the message to the medium
Using email effectively and efficiently
Developing professional telephoning techniques
Training and coaching others
Giving instructions and setting tasks
What’s the right approach for you?
We offer a range of training solutions, specific and fully customizable to your needs. These pages will tell you more.
“Every customer is a unique person and it’s important to be able to adapt your communication when working with them. On the other hand, experienced agents know that conversations have a structure and rhythm. Our task is to bring these two aspects together, helping you do your job with confidence.”