Details
As you think about your Call Centre and Customer Service team, what “keeps you awake at night?”
Your Customer Service Representatives:
Your Customer Service Representatives:
- Are below target or inconsistently achieving their KPIs.
- Escalate calls too readily.
- Must utilise a range of counter offers.
- Have product, knowledge and systems training however are lacking in communications skills.
- Don’t handle conflict well with customers.
- Are sometimes more concerned about keeping under Call Time KPIs than understanding their customer.
- Lack structure in their customer conversations.
- Induction and/or training is often focused on product and systems, not customer engagement.
- Motivate and improve the skill sets of their people.
- Implement a retention plan to retain their best performers.
- Know how to conduct one-on-one coaching with CSRs to develop their ‘conversational (soft) skills.
- Have a consistent unified approach to performance management.
- Become more “hands on” as sometimes they do not believe they need any improvement.
- Ultimately, achieve KPIs.
- Engage in Telephone Conversations and Build Relationships.
- Ask Questions to Positively Gain Information.
- Manage Complaints and Hostile Customers.
- Structure ‘Conversational Sales’ Conversations.
- Make Outbound Sales Calls.
- Overcome Objections.
- Make Outbound Appointments.
- Develop Team Leaders as Coaches.
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Customised Sales and Management Training and Coaching -
Or telephone 1300 611 288 or 0425200883
The KONA Group customise every Training and Coaching program to our client’s strategy, industry, market and people, and every workshop is facilitated by experienced professionals, all who have run businesses, managed teams and built a Pipeline.
KONA do NOT run generic, off the shelf, ‘by the manual’ training courses, delivered by theoretical trainers or academics.
For organisations looking to improve Results and Accountability through Training Programs Customised to Your Business and Industry go to:
- Sales Training, Sales Management Training, Call Centre Training, Key Account Management and Negotiation Skills Training.
- Leadership and Management Development; Executive Coaching, Team Leader Training, Presentation Skills Training.
- Pipedrive CRM Free Trial
- Interim Managers; HR, People and Culture and Conference Speakers and Motivational Speakers.
- Customer Insights; Personality Profiling inc. DISC; MBTI; HBDI
Or telephone 1300 611 288 or 0425200883
