The PLEASE !

Workshops

Probe . Listen . Empathize . Articulate . Solve . End

Call Centre Customer Care Skills

Pre-training assessment
coaching

Training

Post-training re-assessment

Training

Trainer/Presenter:

Consultancy

Quality Input Resources Sdn. Bhd.

Shahrukh Moghal
7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur
PSMB Approved Trainer
Tel: 603-41314831 Mobile: +60123278240 Email: shahrukh@contactskills.com
EMP1654
web: http://www.contactskills.com/customer_service_training.html
Principal Consultant

Call Centre Customer Care

Skills
Project Agenda
Pre-training call assessment
Agent training
Team Leader training
Post-training call assessment,
One to one coaching, Reporting results

Project
Agenda
Step
1 meeting
1. Management

Pre-training call assessment

Understanding existing service levels

Review of the existing service dialogue
Satisfaction and dissatisfaction levels
What are the current team leadership activities?
Current statistics e.g Abandoned call rate, FCR rate
Dos and donts for the consultant
Signing of NDA if required

2. Call Assessment
.Assessing recorded calls (Selected agents)
.Rep skill level, Rep telephone behaviour
.Dialogue effectiveness
.Identifying Strengths and weaknesses in order to develop
customized training
modules
.Assessing recorded calls made by a minimum of 10 CSRs
.Developing a Pre-Training Call Performance Assessment Report
.Adjusting / tailoring training modules according to findings of the

Project
Agenda
Step
2 art
1.
PROBE:The

Agent training

of uncovering customer
issues through strategic questioning skills.
Developing the right questions to use for
various service situations.
2. LISTEN:There is a strong link between
effective listening and service success. We
learn how to understand the customer's
perspective through active Listening.
3. EMPATHIZE:-Develop
emotional
intelligence and the niche for looking at
the world from the customer's point of
view. Put yourself in the customers shoes.
4. ARTICULATE:Learn to use voice and
words in a way to generate customer
reactions such as sense of relaxation,
relief, peace of mind and above all...trust.
Utilize various elements of voice such as
tone, pitch, inflection, volume and rate
of speech in order to calm and direct
difficult customer situations
5. SOLVE:Dialogue
development
phase.
Developing dialogues for various customer
interactions using the PLEASE Framework.
6. END:End the interaction with an Extra

Probe
Listen
Empath
ize
Articula
te
Solve
End

7. DEALING WITH ANGRY / IRA

CUSTOMERS
8. EFFECTIVE
EMAIL
WRITI
ETIQUETTE
9. DEVELOPING 2-WAY COMMUNICATI

Project
Agenda
Step 3

Team Leader training

Team Leader Training

Topics
The Contact Centre Team
Leader's role
Team Leadership Strategy
Team Development
Leadership Skills
Coaching for success
Call monitoring and the P.E
Form
Conducting Motivating
Briefings
Developing scripts

Post-training call assessment &

Project
coaching
Agenda
Step
4 the new learning (Back to
Implementing
phones)
Call Monitoring and post training
evaluation
Script effectiveness review
Fine tuning rep skills and dialogue
Individual soft skills evaluation report
development
Project report development and delivery
Has the skills gap been filled?
One to One Coaching for final touches
Further improvement plan development
Delivering motivational activities to team
Follow up visit 2 weeks later (Optional since it is chargeable)
leaders
A follow-up skills retention exercise shall be performed 2 weeks after
completion of the project in order to evaluate performance once again
and to provide recommendations for further improvement. This session
shall be classroom style 2 hours per group trained. Subsequently, Mr.
Shahrukh shall be available for ad-hoc inquiries from trained agents and
team leaders through phone or email.

PSMB Approved
Call Centre
Trainer

+60123278240
shahrukh@contactskills
.com
www.contactskills.com