Introduction

Overview of the importance of customer service etiquette in call centers.

Discussion on the benefits of effective communication with customers.

Role Plays

Dividing the participants into small groups for role-playing exercises.

Each group will be given scenarios to practice various customer interactions.

Feedback and discussion on areas of improvement.

Avoiding Common Mistakes

Common communication pitfalls to avoid in customer interactions.

Handling customer complaints and escalations.

Dealing with challenging situations while staying composed and focused.

Professional Communication Skills

Tone of voice and clarity in speech.

Effective verbal and non-verbal communication.

Techniques to minimize background noise during calls.

Handling difficult customers with professionalism and patience.

Understanding the Customer

Identifying different customer personalities and their communication preferences.

Active listening techniques to understand customer needs.

Emotional Intelligence and building rapport with customers.

Wrap-up and Evaluation

Recap of key points covered in the training.

Q&A session to address any remaining queries or concerns.

Training evaluation to gather feedback for improvement.