Effective Listening Skills

Duration

Half day


Objectives

Applying effective listening skills over the telephone presents unique challenges to the contact centre agent, when compared to face-to-face communications. Yet good listening is the critical first step in any customer contact and is key to understanding your customers' needs and to building and strengthening customer relationships.


Description

Listening can be one of the most demanding aspects of contact centre communication and, when done well, one of the most rewarding. The Effective Listening Skills workshop will give your agents the skills they need to determine their customers' needs, gather important information and avoid misunderstanding and frustration, resulting in positive customer perception and increased customer loyalty.


What topics are covered?

  • Assessing listening style and identifying areas for improvement
  • Avoiding the most common faults of poor listeners and the accompanying prescriptions to better listening
  • Applying and practicing empathetic listening
  • Listening "non-visually" and "non-verbally"
  • Taking notes and processing information effectively
  • More details


Registration

Our BCE Elix Contact Centre Solutions Team wants to ensure your satisfaction. We will be pleased to customize this workshop or any of our other offerings to meet your specific needs and give you the tools to improve performance and results.

To register online click here. For more information call: 1-866-348-5502 or email us at infotraining@bceelix.com.



Course Fees

Dedicated Sessions:
$1,995.00 per session based on 12 attendees.
Additional attendees to a maximum of 15 per session, $ 200.00 per attendee.

Customized Sessions:
Same price as dedicated plus $195.00 per hour or $1500.00 per day in customization fees.

 


 


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