Managing Customer Contacts with Quality

Build agent confidence and higher customer satisfaction through basic phone etiquette and call handling techniques.

Positive customer contacts begin at the moment of connection with an agent. Through ICMI’s Managing Customer Contacts with Quality course, agents will learn and practice the skills they need to be calm, courteous and effective ambassadors for the organization.

Agents will explore the challenges of non-face-to-face interactions and learn strategies for phone etiquette and courtesy that will start each call with a good first impression and finish each call with a satisfied customer. They’ll learn and practice the components of successful greetings and closings, as well as the proper ways to place calls on hold and to transfer calls.

Agents will understand that it is not just what they say to customers but how they say it. They’ll explore how tone affects communication during the entire call and master the six voice variables that provide the best customer service. Agents will practice controlling the most important tool they bring to the contact center everyday: the voice.

More important than speaking, agents will understand that listening to the customer is critical to providing the best service. By using the five keys to effective listening, they’ll hone their listening skills.

Once they have listened to the customer, agents will learn how to take control of the call and keep control by asking the right questions to deliver the best solution in the most efficient manner. They’ll recognize instances when the customer has taken control of the call and practice strategies to regain control to balance customer satisfaction while managing agent handling time. Agents will master presenting a solution to the customer using a three-part strategy that moves each call to successful resolution with high customer satisfaction.

Designed for novice agents who are new to telephone contact with customers or for those whose need fine-tuning in the basics of:

• Using courtesies, etiquette and positive language to make each customer contact smooth and pleasant.
• Using correct techniques for greetings, closings, holds, transfers and call backs.
• Mastering voice tone and inflection to boost effective communication on each call
• Learning the five keys to effective listening.
• Controlling calls and how to regain control for better agent handling times.
• Presenting solutions that assure customers they have had the best service and experience with the organization.

Course Length and Delivery Method

This course is delivered over one day in a classroom setting.

Cancellation Policy

Please take a moment to read the cancellation policy.