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For more info, visit us @ https://www.atcen.com

Certificate of Completion awarded by Western Kentucky University (USA).

As Contact Center operations increases in complexity, the roles and responsibility of Contact Center Professionals has changed drastically. Today, it has become a necessity for most Contact Center Professionals to not only serve the customer but also to up-sell and cross-sell to them.
This  certification  programme is part of the ATCEN Customer Experience Management series that  certifies  customer  contact  professionals  on  the  essential  soft-skills elements associated with superior telephony sales and service management. The programme consists of modules that teach  participants essential skills such as Customer Experience, Contact Center operational basics, communication, call management, call courtesy,  call  accuracy,  professional  customer  interaction principles  and  concepts.  This programme certifies that the participant has the relevant skill sets to a deliver stellar interaction to customers.
It also enables participants to have a holistic view on how their role plays an important part in Customer Experience Management.

Workshop Learning Objectives

Understand the need to exceed customer delight;
Appreciate what it takes to be a successful Contact Center Professional in current environment;
Create lasting impressions with the Customers;
Understand the importance of call and service management

Workshop Learning Outcome

After attending this program, the participants will be able to:-

Understand how a Contact Center operates
Communicate effectively to your customers
Answer customer queries in a structured manner according to the inbound and outbound call flow
Manage difficult customers

Outline

INTRODUCTION

The Evolution of Customer Service to Customer Experience
Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service

Module 1: Introduction to Today’s World Class Contact Center

Understanding the Role and Benefits of the Contact Center
Delivering Exceptional Call and Service Management – Passion to Exceed Customer Delight” - Why is it important?
Creating the 4 Levels of Service to ‘Wow’ the Customer
Understanding The Customer Journey and how it fits into Customer Experience Management

Module 2: Contact Center Professional’s Competency

The Contact Center Professional Behavioral Anchors
Developing Confidence and Rapport Building Skills
Deciphering What the Customer Wants Implicitly and Explicitly
Essential Contact Center Mindset – KPIs and Contact Center Metrics
Inbound Call Patterns and It’s Relation to the Contact Center Professional

Module 3: Clear Communication Always

Exceptional Communication to Create First and Lasting Impression
Understanding the Communication Model and Process
Developing Superior Listening and Questioning Skills
Did You Get That? – What the Customer Wants You to Know

Module 4: The Inbound Telephone Call Structure

The Call Opening, Hold and Transfer
Understanding Customer’s Challenge & Needs
Accuracy and Clarity  in providing solutions
How to Provide Effective First Contact Resolution (FCR)
The Call Closing & After Call Activity

 Module 5: Managing Difficult Customers

Understanding What Causes Conflict and the Stages of Conflict
The 6 Different Types of Customers
Dealing with Difficult Customers – The LEARN Approach
Practicing Transparency with Customers 


Module 6: Moving Forward

Continuous Development of the Knowledge, Skills, Attitude, Habit (KSAH) of an Effective Contact Center Professionals
Individual Development Plan

Speaker/s

Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centers and the customer experience in Asia Pacific.  Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations.  Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.

Special Offer

Early Bird Discount for 3 pax RM6,500

Schedules

No. of Days: 2
Total Hours: 14
No. of Participants: 10
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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

  • Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
  • Ministry of Finance: Registered for training, course/seminar and education management.
  • Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
ATCEN Sdn Bhd
D-05-12, Ritze Perdana Business Centre,, Petaling Jaya, Selangor, Damansara Perdana, Malaysia 47820
603-77282623
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