Call Center Workshop

Specifically Designed Workshop for Call Center Employees

"Lucian's class has helped all employee levels better understand business basics as well as the financial ramifications of industry restructuring. His students consistently give him an "A" in content and delivery. Value added!"
Dennis Bauern
Business Manager
Transmission & Distribution
Southern California Edison
Rosemead, CA

Course Objective:

This half day workshop will teach call center employees about the changing industry and what they can do to impact their company as well as explain the changes to customers. This Call Center Workshop excites employees' natural desire to be successful by energizing them to help their company survive in competition and to help their jobs survive competition. This workshop will increase participant's knowledge about the rapidly changing industry making them more capable to answer customer questions, which will in turn make your consumers more knowledgeable.

Some Key Deliverables:

• Boost confidence of call center employees.
• Learn why competition has made customer service so important.
• Participants will learn how important their jobs are to the success of the company and will become energized in their efforts to become more productive and efficient.
• Understand the exciting future of customer service.
• Learn how to make every call a marketing call.
• Learn industry changes like shifting the ratio between incoming and outgoing calls.
• Learn what happened in the United Kingdom and the telecommunications industries.
• Learn to describe the delicate balance of price and reliability.
• Learn to create customer satisfaction with improved knowledge of company goals.
• Participants will have a better understanding of the industry changes and will be able to handle situations and will be dealing with such situations from a positive/informed/intelligent position rather than from an uninformed one.
• Participants will understand the driving force behind the need to do a great job..competition.
• Participants will be taught the key elements of competition that every customer service employee needs to know.