Exam Date
20/08/2022Duration of Exam
Exam pass Mark
Contents
Module 1: Introduction to Call Center Soft Skills:
Expectations | What is a Call Center? | Why Do They Call? |
Caller Satisfaction | Why Do Customers Leave? | What are the Customer Values! |
Customer Service Professionalism | What Drives Our Actions? | Customer Service Overview |
Customer Expects | How Important is Tone | How Meaning is Communicated |
Voice Quality | Barriers to Listening | Communication Skills |
Proper Phone Techniques | Create a Positive Telephone Image | Call Closing |
Negative Phrases | Positive Phrases | Questions Types |
Call Quality | Two-Way Communication | Barriers to Effective Communication |
Techniques for Effective Listening | Putting Caller on Hold | Transferring the Caller |
Closing Tie Downs | Professional Phrases | Handling Talkative Callers |
Module 2: Complaint Handling Basics
- The cause of customer complaints
- The benefits of handling complaints effectively
- The learning value of complaints
- Complaining customers can get angry
- Summary and suggestions
- The importance of listening
- Passive versus active listening
- Steps in active listening
- Words to encourage the other person to do most of the talking
- Treating anger as an emotional state
- Recognizing anger
- Diffusing other people's anger
- How to apologize without admitting guilt
- Transition from anger to diffusion
- Prerequisites to handling objections
- Recognizing and objection
- Handling objections
- Moving to safer grounds
- Summary and suggestions
- Prerequisites to mediation
- Recognizing the parties
- Define your role as a third-part solution broker
- Mediation steps
- Mediation results
- Summary and suggestions
- Prerequisites to negotiations
- Steps in negotiating
- Understanding bargaining chips
- Negotiation styles
- Negotiation results
- Summary and results
Type of Traning
More info
Professional Designation
Successful candidates will be granted the Call Center Certification after sitting for a three-hour examination.
Examinations
the exam is under UITI supervision on UITI platform Completion of the certification program requires completion of multiple choice examinations consisting of 80 questions / passing grade is (48/80) .
· تم تزويد المشاركين بالمادة العلمية الكترونياً.
· حضور البرنامج التدريبي بواقع (12) ساعة تدريبية.
· التقدم للامتحان الفعلي (Online) من المنزل (توفر شركة UITI الامتحان الكترونياً عبر منصتها).
· يحصل المشارك على شهادة حضور للبرنامج.
· يحصل المشارك الذي يجتاز الامتحان بنجاح على شهادة الاختصاصي.
United Institute Training Intermediary UITI &The Institute of Certified Business Consultants / USA
