Managing Customer Contacts with Quality

Who should attend

  • Agents
  • Team Leads

What you will learn

  • How positive language impacts the customer and using words that contribute to a better customer experience.
  • How to express empathy to apologize effectively when required.
  • Using volume, pitch, inflection, pace, pause, and word emphasis effectively when communicating with customers.
  • Guidelines for speaking clearly
  • Open and closed questions and how to use them.
  • What makes listening difficult, the benefits of good listening, how you can show you are listening on a call, and how to listen actively.
  • What call control is and strategies for implementing it.
  • Best practices for greeting callers, building rapport, putting a caller on hold, transfer a call, offering and making a call back, presenting the solution, and closing a call.

Course Outline


Module 1 Choosing Your Words

  • Positive vs. negative language and their impact on the customer
  • Transforming negative language to positive language
  • Guidelines for choosing words
  • Defining empathy and it’s four attributes
  • Strategies for developing your empathy
  • Using empathy maps
  • Apologizing effectively

Module 2 Your Voice Matters

  • How posture, volume, pitch, inflection, pace, pause, and word emphasis impact your voice and the customer 
  • Factors that make speech indistinct
  • Frequently mispronounced words
  • Guidelines for speaking clearly
  • Dealing with nervousness

Module 3 Questioning & Listening

  • Defining close-ended and open-ended questions and how they are used.
  • Examining questions used in a call
  • The importance of allowing enough time for responding and really listening to answers
  • How multi-tasking and not paying attention make listening difficult
  • Other factors that make listening difficult
  • The benefits of good listening
  • How preconceptions impact good listening
  • Ways to show you are listening
  • Techniques for listening actively
  • Callers with accents and limited English
  • Listening to older customers

Module 4 Controlling the Call

  • Using closed and open questions
  • Recognize who is controlling the call
  • Mapping out questions to control the call
  • Pointers on control
  • How to regain control

Module 5 Specific Moments in a Call

  • How greetings create a first impression and good ingredients for a greeting
  • Defining rapport with techniques to build rapport
  • Reasons why callers dislike hold with guidelines for when you should put callers on hold
  • Recommended hold process
  • Warm vs. cold transfers with processes for each
  • Better wording for transfers
  • Offering a call back and then placing the call back
  • Guidelines for presenting the solution
  • Guidelines for closing the call