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In the BPO/ITES industry best training that a customer service rep can get is to speak clearly in a neutral accent and to be a good listener. Also when interacting with customers10,000 miles12 time zones away need to know about the culture of that region. In India we were taught that it was common to address people by their1st name in the west. Also though we spoke the English language terms like hit the bucket , my gadget is a Lemon, had a different inner meaning in the west. Also to be humble. If the customer says I cannot understand you then the rep should declare that yes we are situated in a different country many miles away and would be glad to repeat the information. Should be aware talking to a freind locally is very different from interacting with a customer far far away.
In depth knowledge about your product/service and your competitors. Iterating the best in your offerings with commitment and backing it up with excellent service deliverability is important for survival. Communicating solution at the right time & to the right set of people is important as well.
Best of product/service fail without proper communication and average of them may taste success with right communication at right time.
i suggest tow training :
1- CRM (Customer Relation management .)
2-Commincation skills
Give your employees examples of situations that arise from time to time and ask how they would handle them. Have discussions on ways to please the customer in these difficult situations. Make sure you have videos or DVDs available that employees can watch during slow periods. This will enhance their knowledge of customer service and enhance their confidence when dealing with difficult customer situations.
