Professional certificate in Customer Experience outline for call center

• Understanding the Role and Benefits of the Contact Center
• Delivering Exceptional Call and Service Management – “Passion to Exceed Customer Delight”
• Creating the 4 Levels of Service to ‘Wow’ the Customer

• Developing the KSAH of Effective Customer Experience Professionals
• Developing Confidence and Rapport Building Skills
• Understanding Your Style from Personality Profiling: DiSC

Executing Exceptional Communication to Create First and Lasting Impression

Understanding the Communication Model and Process Developing Listening  and Questioning Skills

CUSTOMER INTERACTION

• Value of Service 
  • Who is the customer?
  • What are customer imperatives?
  • Customer Relationships
  • Customer’s Exemplify Success
  • You ought to make the difference
• Conversation Cycle 
• Questioning Techniques & Complaint Management
  •  Necessary Skills & Qualities
  •  Building Rapport
  •  Maintaining Control & Empathy
  •  Establishing Customer Needs
  •  Defusing difficult customer emotional responses
  •  Achieving a win/win outcome

• Understanding What Causes Conflict and the Stages of Conflict Dealing with Difficult Customers – The HEAT Approach
• Practicing Transparency with Customers

• As a starting point to reducing call volumes, participants will gather top reasons why customers are calling in. They will also explore the nature of calls and categorize relevant and irrelevant calls.

• This topic centres around customer experience and empathy. Participants will have to think about the customer journey and track the origins of the inbound calls in the contact centre and track the end to end customer journey. Participants will evaluate how easy it is for the customer to contact the organization at every stage of the journey, the information they receive and where customers find out where to interact with the organization.

• It is said that better planning can support a reduction in inbound calls by reducing abandoned calls and repeat calls. Participants will look at different reasons why abandoned calls happen and why there are repeat calls. They will then think about how the contact centre can proactively manage or control these scenarios. They will be given different scenarios as examples to illustrate the topic better.

• Understanding Etiquette
• Respect 
• Interpersonal Skills in the workplace
• Awareness of Self & others
• Effective Communication Skills

•  Forms & Methods of Communication
•  How does the environment communicate?
•  Communication Styles
•  Barriers to Communication
•  Active Listening
•  Voice, Tone & Projection
•  Body Language

• Identifying Unique Features, Differentiated Advantages and Promised Benefits
• Creating Attention, Interest, Desire and Action in Customer (AIDA) Performing the “MILLION DOLLAR PITCH”
• ENGLISH PROFICCEINCY

• Word classes Parts of speech
• Direct and indirect objects

• Introduction to grammar
• Identifying grammar-parts of speech
• Understanding the function of grammar

• Identifying questioning tags
• Making questions – WH questions Responding tactics

• Master These Simple Rules Past, Present and Future
• Only The Essentials But Crucial Ones

• Effective Business Writing The Beauty of Plain English
• Understand Targeted Audience The Four-Point Plan