CALL CENTER

• The most in demand customer service job in the

Philippines.
• It is where anywhere from 2 to 20000 people basically
sat in a room, answered the phone, and dealt with
customer service issues.
• Evolve to be contact centers.
 CALL CENTER
• One of the biggest keys to offering exceptional
customer service is understanding what the modern
customer wants: EFFORTLESS EXPERIENCE.

• Your business can exist without call center, but it

can’t exist without a smooth customer experience.
 CUSTOMER DIFFERENTIATION

• the development and training of

competent customer contact personnel
• designing and implementing a superior
service delivery environment and
process.
 CUSTOMER SERVICE PROGRAM
Plan implemented on how you can satisfy customer
needs

Steps in creating:
1. Identify which of your external customers are the
most valuable
2. Identify external and internal customers
3. Develop customer service standards and a program
to provide customer satisfaction and help build
loyalty.
 CUSTOMER SERVICE PROGRAM
Program Overview (The overall details of the program
the students intend to develop.)
Example: Customers are the life-blood of any business so
providing great customer service is critically important. Your
customers expect to receive the same quality of customer
service as what they perceive they are giving. Keeping our
customers satisfied needs to be the goal of everyone in your
organization. Our customer service skills program teach the
powerful tools that guarantee that participants gain the
insight into their client behavior and learn the effective tools
for creating lasting client satisfaction.
 CUSTOMER SERVICE PROGRAM
Program Objectives (The list of specific aims of the
training program.)
Example: Participants in the Customer Service Skills
Program will learn to:
– Practice and learn handling difficult objections.
– Listen effectively, asked questions and summarize to respond
fully to a customer request.
– Develop skills in engaging with customers and handling their
inquiries effectively.
 CUSTOMER SERVICE PROGRAM
Class Size (The total number of trainees prescribed for
the program.)
Example: 15 – 20 persons

Length (The total duration of the program.)

Example: 1 day
Time (The call time for the program.)
Example: 8:00 AM – 5:00 PM
 CUSTOMER SERVICE PROGRAM
Program Outline (The topics and target skills intended to
discuss and demonstrate in the program.)
Example:
I. Understanding Customer Service
• Describe Customer Service
• Identify Customer Expectations

II. Focusing on the customer

• Create a positive First Impression
• Identify and help meet the Customer’s needs
 CUSTOMER SERVICE PROGRAM
The customer service training will be
supported with:
• An optional participant pre-course
questionnaire and/or pre-course reading
covering customer care.
• A printed workbook with customer service tips,
techniques and space for personal notes.