Get in touch to design your in-company programme, which can include: |
Team Dynamics within a Call
Centre Environment
- The power of a team – understanding team dynamics using Belbin Interplace
- The power of motivated teams
- Developing team harmony
- Defining empowerment in the organisation and supporting structures
Communication Skills
- Setting customer expectations
- Projective listening
- Communicating positively – even when saying ‘NO’
- Assertiveness skills
- Dealing with customer complaints
- Preparing customer-sensitive written communication
Transactional Analysis
- Transactional Analysis (TA) – recognising behavioural modes in ourselves and others; building self confidence
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- Developing TA skills to manage transactions with customers and colleagues of all types and in all situations
- Using Transactional Analysis (TA) to diffuse anger and resolve problems
Personal Effectiveness
- Time management techniques
- Managing stress
- Individual levels of contribution to the effectiveness of the team – self assessment
- Knowing own individual working style and level of contribution
- The key to motivating oneself
- Being proactive - taking the initiative
- Confidence boosting to handle calls efficiently
- Building positive relationships with customers and colleagues
- Professional image & self projection
- Influencing over the telephone and customer perception of your personal company image
...contact us to find out more |
call centre development 