|
Contact Center Solutions
Online Sales & Service
Purpose
To help online contact center agents who communicate primarily through text chat:
- Develop excellent communication skills
- Increase speed in responding to customer inquiries
- Solve problems more quickly and efficiently
- Download this course description (pdf)
What Is Included
Online Sales and Service is a one-day, facilitator-led workshop that incorporates Omega Performance’s worldwide contact center best practices and research to increase agents’ effectiveness at satisfying customer needs via the Internet. The activities focus on online interaction skill practices, with participants responding via text message versus oral communication. Participants leave the workshop armed with a variety of tools to take back to the job including Omega Performance’s Customer Interaction Model and Handling Objections Model.
Online Sales and Service includes the following modules:
Module 1: The Leading Edge
Overall Objective—Demonstrate knowledge of online chat protocol.
Key learning outcomes:
- Define the behaviors for effective online engagements
- Describe the online customer and his/her expectations
- Identify standards for online chat excellence
- Demonstrate knowledge of online information tools
Module 2: Assessing and Responding to Customers
Overall Objective—Participate in customer interactions and practice responding to various requests.
Key learning outcomes:
- Recognize the benefits of applying the first step of the Customer Interaction Model for Online Sales and Service to their online communications with customers
- Assess and respond to customer online requests by creating responses or accessing auto-responses that reflect general information
- Determine the real need behind the obvious questions asked of customers
Module 3: Acting on Opportunities
Overall Objective—Practice effective methods for moving the customer interaction forward. Participate in balanced feedback session to assess the quality of their online communications.
Key learning outcomes:
- Describe how to use Speed Statements to set the appointment or get the call back
- Describe how to use the Handling Objections Model to test for understanding
- Develop effective action phrases and transitions to move the customer into the Next Steps phase of the interaction
- Provide next step instructions in a clear, expeditious manner by tapping into Auto Response data
- Assess their own online chat quality based on observer balanced feedback
- Create an action plan to implement key points from the workshop back on the job
|
