Customer service training is always at the forefront of any organization whether it operates in the private sector or government sector. Not only does each interaction between employees and customers influence customers’ loyalty, but skillful-customer-service employees will have firm commitment on their own initiative and a greater sense of engagement. Nowadays, where products’ quality is no longer a bit of difference, customer services play a decisive role in gaining new customers and prolonging the existing ones.
Our training programs are designed to provide advanced customer service tips for your companies based on the content area or key disciplines you expect to improve. Working alongside at all levels of your staff members, we develop informative programs that best suits your training needs, and we assist in transforming your current talents into expertise.
1. IN TERMS OF CUSTOMER CARE SKILLS
The expected attendees should be Call Center Operator, Telesales Agents and staff working in the Customer Service Department.
• Drive attendees’ awareness about sophisticated quality and underlying nature of customer service field
• Help participants sharing the high standards of customer services set by BOD.
• Enhance customer care skills and consolidate the base knowledge of customer service field
• Improve telesales agents’ efficiency, offer a practical approach for achieving sales target.
2. IN TERMS OF SOFT SKILLS AND MANAGERIAL SKILLS
This enriched training program is particularly designed for executives who are at the mid-level management such as Team Leader, Line Manager, the seniors, etc.
• Offer advice on how to fulfill themselves with continuous self-learning and career orientation in the long run.
• Improve management skills and advance attendee’ soft skills such as time management, presentation, business communication, critical thinking, etc.
How we design a training program for your customer service staff?
1. We work with client to comprehend the training needs and define short term and long term strategy of clients’ Customer Service Department. At this stage, all key metrics that need to be improved will be clarified specifically.
2. We deploy a survey to measure how capable of customer services staff, their advantages & disadvantages and the performance of the whole customer service department as well.
3. Assessment on survey: based on the training needs and survey result, we define training gaps to be filled out.
4. Building a tailored training program based on the training gaps, then training plan created accordingly as a result.
5. Training-plan deployment with ongoing assessment after every stage.
6. Delivering training results with further counsel for sustainable service quality.
At MatBao BPO, different training methods are blended to deliver the ultimate outcomes. Those methods include presentation, real case studies, illustrating clips, scenario analysis, role play and group discussion.
Tailored Training Programs that we provide
• Tele- Customer-Care Training Program
• Telesales Training Program
• Emotional Management
• World- class Professional Communication Training Program
Post-training, we conduct a scientific assessment on the output seriously. Feedback is sought out by using quantitative and qualitative forms without being signed from attendees. This means that attendees are free to go with their voice on the program quality.
In addition, clients’ observer who is a Leader or Manager of Customer Service Department can also express their own comments during or at the end of the training program. We value and appreciate those feedback at all times to commit exclusive output.
1. For participants
Post-program, participants are well aware of customer service’s nature. Consequently, under enriched perspective, they drive themselves to act as a role model of high customer service standards and spread out this spirit. Further, they are proactive to serve clients with supportive mindset on their own initiative.
Participant can create the specific course of actions that best suits on their job to deal with customers.
Be able to manage emotional and rational aspects to not only delivering great customer service but also having better communication with colleagues.
Earn hands-on experience with practical practice for realistic application.
2. For enterprise clients
• Cost and time-efficiency regarding training activities.
• Have access to a specialist team of training with sustainable experience.
• Experience sharing on real cases from expert insider in the customer service field.
• Consultation on how to set up a professional customer service.
3. For long term competencies:
• Conflict resolution: bring people together who have been separated by their differences.
• Customer experience: leverage positive experience to create customer loyalty and long-term relationships.
• Attitude: having a customer service team with friendly, positive and enthusiastic outlook
• Stress management: differentiate between positive & negative stress and maintain a balanced perspective.
• Interpersonal skills: displays a consistent ability to build solid relationships inside and outside the organization with skillful communication skill.
• We work closely with clients at the initial stage to define requirements & training needs analysis. We also carry out a survey to assess staff’s advantages and disadvantages for our own preliminary assessment.
• Consultation on how to set up Call Script, face to face Script and sales scenarios.
• KPI consultation in terms of setting up and conduct.
• Offer consultative guidance on how to maintain a high-class service afterwards.
MatBao BPO is fully committed:
• Protecting the confidentiality, integrity and availability of the product and service information, internal procedures and specialized material we collects, stores, transfers and processes in accordance with Vietnamese law and to meeting legal requirements and its contractual obligations.
• Protecting the information it is given and making sure that only those who need access are able to gain it.
For more information, please contact us:
Hotline: 1900 7151
Tel Hà Nội: (+84) 4 35123456 (Ext. 6608/6609)
Phone: (+84)98 333 9068
Tel Hồ Chí Minh: (+84) 8 7301 9988
Phone: (+84)90 390 8588