Objectives
This course is designed to hone the communicative ability of the trainees for international intelligibility and educate them on customer care, customer relation and etiquette

•  Communicating effectively with Customers
  
•  Using the right language, accent and intonation
  
•  Making and receiving quality telephone calls
  
•  Handling Difficult Customers and Situations

Course Duration
90 hours

Pre-requisites
A fairly reasonable knowledge of the English language and the ability to comprehend.

Audience
The course targets any employee from any field who is desirous of seeking employment in call centers.

Upon completion, the participant will be able to successfully

• Communicate intelligibly according to international standards
  
• Listen properly with interest
  
• Deal with any type of customers
  
• Tackle any type of customer situation diplomatically and display pleasant manners and etiquette

Course contents
The course involves intensive training in the following

Articulation of sounds

• Practicing proper articulation of vowels and consonants for international intelligibility
  
• Phonetics Drills on vocabulary items and sentence patterns

Voice modulation and intonation

• Training to modulate the pitch and tone of the voice depending on the customer
  
• To sound eager, warm and friendly
  
• To practice regional intonation to serve better

Accent reduction

• To proximate international standards
• To reduce the local Indian accent

Listening skills

• To listen with empathy
  
• To promote lateral thinking
  
• To understand alien accents to respond appropriately
  
• To familiarize them with frequently used expressions

Telephone etiquette

• The importance of making the first impression in the first 15 seconds and how to create it.

Making quality telephone calls

• How to handle inbound and outbound calls
  
• The quality call process
  
• Training in customer-interaction essentials-how to speak to people intelligently, politely, empathetically without sounding like automation.
  

Customer care

• The importance of customer care
  
• To explore and find out the needs and expectations of customer
  
• Customer retention

Cross-cultural exposure

• U.S, U.K. and Asia-Pacific