Margaret DeMarino
Margaret DeMarino is a corporate trainer,
specializing in the area of written and verbal communication, supervisory
skills, administrative training, and customer service. Known for her "fun and
functional" approach, Ms. DeMarino offers workshops and webinars to a wide range
of clients including, banks and financial institutions, manufacturing companies,
state and federal government agencies, and others. Ms. DeMarino holds a B.A. in
Communication Arts from the University of Dayton and was a Fellow of the
Yale-New Haven Teachers Institute at Yale University. She also currently
free-lances for the Hartford Courant.
Tuesday, August 17th, 2010
10:00 am - 12:00 pm
CST
Incoming! Every time the telephone rings at a call
center, there’s a new opportunity to exceed customer needs. But who will be
other end? Perhaps it will be a pleasant customer with a simple request, an
irate customer who is spouting frustration, or a client with a speech pattern
that is hard to understand. A CSR’s day is far from routine. This workshop is
specifically designed to meet the demands and address the pressures of call
center customer relationship management. It will help you handle call after call
in a proficient and professional manner and to manage your own “tele-stress” so
you can be your best!
Covered Topics:
- The unique dynamics of telephone customer service
- The top 15 Do’s and Don’ts for Call Center Customer Service
- The importance of proper attitude and mood
- The differences between statements, questions, and objections
- The main customer types and how to deal with each
- Ways of creating constructive dialogue
- Strategies for increasing listening skills
- A game plan for handling calls—open, identify, act, agree, close
- Methods for handling “chatty” callers
- Ways to politely end the “endless phone call”
- Techniques for dealing with the “hard-to-understand” caller
- Techniques for dealing with angry callers
- Strategies for handling uncooperative callers
- Ways to handle your own “tele-stress”
Who Should Attend?
Call center customer service representatives,
supervisors, and managers—although anyone will benefit who handles telephone
customer service