Call Center Training
Your Customer Service Representatives are your front line to your customers. You want them to project your organization’s image and deliver quality service that meets your high standards. At Bachmann Global Associates, our consultants have spent years examining what Quality Assurance Specialists listen for when they monitor calls. Our programs are designed to help your employees meet those quality measurements.

We will customize your program with any of the following modules: Introduction to Quality Service, Everyday Telephone Etiquette, Listening and Probing, Finding Solutions, Handling the Angry Caller, Dealing with Caller Differences, Voice Effectiveness, and Managing Stress.

Introduction to Quality Service
In this foundation course, participants learn these basic principles of providing quality customer service:

Everyday Telephone Etiquette
Every Call Center has standards for handling incoming calls. Participants learn how to properly answer a call, put a caller on hold, transfer a call, conclude a call, and take messages and follow-up with callers. We also offer an optional voicemail etiquette segment.

Finding Solutions
Building on the core skills of listening and probing, participants learn a 5-step process for solving customer problems, including visualizing the issue, acknowledging the caller's concerns and note-taking. They also learn to use positive rather than negative statements when talking to customers.

Handling the Angry Caller
A necessary skill for any telephone representative! Participants learn to separate callers' emotions from the situation. They practice using empathy statements and offering blameless apologies to defuse callers’ anger. Finally, they learn to deal with those occasional callers who threaten or swear.

Dealing with Caller Differences
Individual customers have different needs and expectations. Participants learn to recognize different customer behavioral styles, e.g. the demanding caller or the caller who wants to chat. Participants then practice adapting their own behavior to meet the needs of the caller.

Voice Effectiveness
This highly acclaimed workshop, conducted for small groups, is our most unique offering. Through a series of tape-recorded exercises, participants work on their voice tone, inflection, diction, word choice, rate of speech and volume. They practice projecting confidence and avoiding silence. Individual facilitator coaching is a critical component of this class.

Managing Stress
The telephone representative's job is stressful…and a major cause of high employee turnover in today's call centers. Participants discover the impact of time pressures and difficult calls on their personal stress levels. They learn a series of time management, lifestyle management and stress reduction techniques to help them control this stress.