Personal Development Training | Call Control Strategies For Customer Service in Hong Kong

Home

Courses

Personal Development Courses

Call Control Strategies for Customer Service

Hong Kong

Gain elaborated information regarding methods to gather customer feedback.
Acquire knowledge about identifying and prioritising meter-to-cash opportunities.
Become familiar with tracking, trending, and measuring complaint data efficiently.

Dates & Prices Dates & Prices

Course information

Call Control Strategies for Customer Service Course Outline

Module 1: Introduction to Call Control Strategies

Importance of Call Control
Impact of Effective Communication
Common Challenges in Customer Service Calls
Ethical Considerations in Customer Service

Module 2: Building Rapport and Trust

Establishing a Positive First Impression
Active Listening Techniques
Empathy and Understanding Customer Emotions
Building Trust and Credibility
Non-verbal Communication in Phone Calls

Module 3: Structuring Effective Customer Calls

Call Opening and Greeting Best Practices
Clarifying Customer Needs and Objectives
Asking Open-Ended Questions
Providing Clear and Concise Information
Call Closing and Follow-Up

Module 4: Handling Difficult Customers

Identifying Different Types of Difficult Customers
De-escalation Techniques
Remaining Calm Under Pressure
Assertiveness Vs Aggressiveness
Strategies for Resolving Customer Complaints

Module 5: Effective Communication Skills

Clear and Articulate Speech
Tone and Voice Control
Active Listening and Paraphrasing
Handling Interruptions and Staying on Track
Using Positive Language

Module 6: Time Management During Calls

Managing Call Durations Efficiently
Handling Multiple Calls and Prioritising
Avoiding Rushed Interactions
Escalating Calls When Necessary
Balancing Quality and Speed

Module 7: Call Documentation and Record Keeping

Importance of Accurate Call Records
Data Privacy and Compliance
Organising Call Records for Future Reference
Using CRM Systems Effectively
Legal Considerations in Call Documentation

Who should attend this Call Control Strategies for Customer Service Training Course?

A Call Control Strategies for Customer Service course is designed to provide customer service representatives with the skills and techniques needed to effectively manage phone calls and interactions with customers. This course will benefit the following professionals:

Customer Service Representatives
Sales Representatives
Technical Support Representatives
Human Resources Professionals
Customer Service Managers
Social Media Managers
Customer Experience Managers

Prerequisites of the Call Control Strategies for Customer Service Training Course

There are no formal prerequisites for this Call Control Strategies for Customer Service Training Course. However, prior experience in customer service or related roles is recommended but not mandatory. Also, familiarity with problem-solving skills might prove to be beneficial for the delegate.

Call Control Strategies for Customer Service Course Overview

Good customer service often entails giving clients quick and responsive services and ensuring that their requirements are addressed to reflect the organisation or business. Customer service is critical to your company's success since it keeps customers and extracts more value from them. Building solid relationships with clients is the key to providing excellent customer service. Pursuing this Call Control Strategies for Customer Service training will lead the delegates to attain many employment profiles such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.

The Knowledge Academy's 1-day Call Control Strategies for Customer Service training course is designed to make the delegates understand the concept of Call Control Strategies for Customer Service. This training course gives an insight into the evaluation of the outsourcing process, various steps of outsourcing, and outsourcing customer service business processes. Delegates will learn about the process of reducing business costs by analysing the revenue cycle in the customer service department.

It also accommodates the delegates with more customer service topics, such as:

Collect all receivables
Common mistakes to avoid
Training strategies
Channel management by the customer service process
Customer contact technology

At the end of this training course, delegates will be able to track, trend, and measure complaint data of the customers. Delegates will also be able to know more about Customer Information Service (CIS) and apply technology to avoid challenges faced by the utilities. Our highly expert trainer with abundant knowledge has curated this training course to politely and quickly move along customer service calls and attain efficient communication expertise.

What’s included in this Call Control Strategies for Customer Service Training Course?

World-Class Training Sessions from Experienced Instructors
Call Control Strategies for Customer Service Certificate
Digital Delegate Pack

Why choose us

Our Hong Kong venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Hong Kong is an autonomous territory of the People’s Republic of China and can be located on the southern coast of China. Hong Kong has a population of around 7 million people. The education system in Hong Kong is mostly based around the English system and it is overseen by the Education Bureau and the Social Welfare Department. One of the earliest schools in Hong Kong was Li Ying College established in 1075. The education level begins with preschool education that is payable education, paid by pupil’s parents. The primary and secondary education is mandatory for every child in Hong Kong to attend from the age of 6 to 18. Higher education remains exclusive in Hong Kong and adult education is a growing sector in Hong Kong, with two non-profit school running evening courses. The University of Hong Kong was founded in 1911 and is the oldest tertiary (higher education) institution in Hong Kong and is organised into 10 academic faculties with English as the main language of instruction. The Education Bureau in Hong Kong also provides educational services for immigrant children from mainland China and other countries. Hong Kong also has 175 internal schools.

Address

62/F & 66/F
The Center
99 Queens Road
Central
Hong Kong

T: +852 2592 5349

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Personal Development Training | Call Control Strategies For Customer Service in Hong Kong. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Personal Development Training | Call Control Strategies For Customer Service in Hong Kong, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Learn more in our FAQs

What our customers are saying

Personal Development Training | Call Control Strategies For Customer Service in Hong Kong FAQs

What do you mean by Customer service?

Customer service refers to assisting your potential customers in helping them have an easy and happy experience. It is provided both before and after the customer buys the product or service.

What are the pre-requisites?

In this Call Control Strategies for Customer Service training course, there are no formal prerequisites.

Who should attend this course?

This training course is ideal for anyone who wants to excel in handling customer services and upgrading their existing communication skills.

What is call control?

Controlling a call entails efficiently and rapidly gathering information to remain productive customer support employees.

What are the three Ps of customer service?

Professionalism, patience, and a people-first attitude are the three Ps of customer service.

What is the duration of this course?

This course is [ 1 ] day(s)

How will this Call Control Strategies for Customer Service training course benefit your career?

Opting for this Call Control Strategies for Customer Service training course will upgrade your communication skills. This obtained information will lead you to attain many more excellent designations such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.

What will I learn from this Call Control Strategies for Customer Service training course?

Pursuing this Call Control Strategies for Customer Service training course will enable you to learn to outsource, analyse strategies for current, finished, and delinquent accounts, establish a complaint resolution process, outsource customer-service business processes, maintain effective leadership, and many other customer service related topics.

What is the cost/training fees for Call Control Strategies for Customer Service in Hong Kong?

The training fees for Call Control Strategies for Customer Servicein Hong Kong starts from HKD16995

Which is the best training institute/provider of Call Control Strategies for Customer Service in Hong Kong?

The Knowledge Academy is the Leading global training provider for Call Control Strategies for Customer Service.

What are the best Personal Development Courses courses in Hong Kong?

Please see our Personal Development Courses courses available in Hong Kong

Why choose us

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

Looking for more information on Personal Development Courses?

Back to course information

Upcoming classes
Package deals

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +852 2592 5349 and speak to our training experts, we should be able to help you with your requirements.

Book now