US93997 - LP5 - Customer Interaction (N3,Cr20,M5) - Rhens Consulting Training Institute

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US377441 Communicate with customers in a Contact Centre and BPO

Module 1: Communicate with customers 21 Lessons

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1.1. Establish customer complaints

1.2. Identify the customer in line with organisational requirements

1.3. Use questioning and active listening to establish the customer’s details and nature of the complaint

1.4. Establish the circumstances and causes of the complaint

1.5. Summarise and document the complaints, circumstances and details of the complaint

1.6. Use expressions of empathy to allay customer’s possible fears and frustrations

1.7. Explain procedures for handling customer complaints in terms of organisational requirements

1.8. Describe methods for handling and resolving customer complaints and/or issues

1.9. Explain methods for ensuring customer retention

1.10. Record customer complaints

1.11. Record the nature and circumstances of the complaint

1.12. Explain the reasons for clearly marking each complaint in accordance to organisational requirements

1.13. Determine resolutions of the complaint

1.14. Weigh up options to resolve the complaints in terms of their application

1.15. Apply the solution to the customer’s complaint within the agreed timeframe

1.16. Agree the resolution with customer

1.17. Record details of resolution and escalate to the person and/or authority within the organisation

1.18. Establish a partnership between other stakeholders and the organisation, which enhances the solution of the customer’s complaint

1.20. Initiate follow-up actions

1.19. Escalate to relevant authority within the organisation

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Module 2 Apply questioning and listening techniques to respond to customer’s needs 6 Lessons

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2.1 Use questioning skills to determine customer’s needs and expectations

2.2. Use reflective responses to clarify questions to assure the other person that they have been heard

2.3. Apply active listening skills to establish rapport with customer

2.4. Motivation techniques

2.5. Apply product and/or service knowledge to provide effective customer service

2.6. Provide responses within specific time limits

Module 3: Use assertive communication in specific situations 3 Lessons

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3.1. The purpose of assertive communication

3.2. Use assertion techniques that fit the situation

3.3. Demonstrate assertive communication when interacting in one-to-one situations

US377401: Handle a range of customer complaints in a Contact Centre and BPO

Module 1: Handle a range of customer complaints in a Contact Centre and BPO 8 Lessons

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1.1. Communication process theory

1.2. Barriers of communication

1.3. Communication skills

1.4. Answer the call and greet customer

1.5. Build rapport with customers

1.6. Effective Listening

1.7. Non-verbal communication techniques and/or strategies

1.8. Communicate responses in a manner that fits the situation

Module 2: Compose written communications in a contact centre 8 Lessons

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2.1. Communication is clear, accurate, concise

2.2. Content and layout complies with company procedures

2.3. Etiquette

2.4. Use of jargon

2.5. Email

2.6. Internal memorandum

2.7. SMS

2.8. Fax

US93997 – LP5 – Customer Interaction (N3,Cr20,M5)

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