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Performance In People
Pascall House,
Westridge Business Park
Cothey Way, Ryde,
Isle of Wight, PO33 1QT
t: (01983) 568080
f: (01983) 568517
info@performanceinpeople.co.uk

Call Centre Customer Service Training

Before starting on the call centre 'script', begin by understanding your customer!

Performance in People has been at the heart of customer service training for many of the UK's leading service providers in recent years. We are particularly proud of our language pattern training programmes, and the added value we provide for established contact centre environments.

The nature of service delivery by telephone makes tone, syntax and scripting critical success factors and at Performance in People we know how to help organisations get the best from their people. Structured scripts are fine as long as the warmth and humanity of the contact centre colleague comes over the phone in a natural way.

At the heart of service excellence is to understand the underpinning emotional drivers of the in-bound caller. What is the end goal they want to achieve from the call? Most people live busy lives - so, there must be a good reason for them to use their valuable time making a call to a contact centre. Is the caller hoping to move away from pain, or to move towards pleasure?

By using natural rapport building techniques and gaining a real understanding of the customer call centre professionals can make a positive impact on the customer experience and build brand loyalty.

Call Centre Customer Service Training with Performance in People adds polish to colleague performance and gives you confidence that callers are receiving a professional and caring service.