Find A Way to Say… YES!
Saying “YES!” in Call Center Customer Service
Remote Live Instructor-Led Interactive Certification Training
Duration: 2 Days
Includes: Trainer Guide, Student Workbook, Slide Deck, Personality Type Assessment, Activity & Exercise Sheets, Training Support Materials (Evaluation Sheets, Certificate Templates, Training Outline), and 22 Bonus Activities
Languages: English / Putonghua / Cantonese
Additional Information
| Job family | Service |
|---|---|
| Roles | Business Owner, HR People Ops, Team Manager/Leader |
| Competence Level | Foundation, Intermediate |
| Workshop Category | Business Agility, Agile Service Management, Process Improvement |
Workshop Description
This engaging and motivational 2-day workshop empowers call center and customer service professionals to take ownership, lead with empathy, and deliver exceptional customer experiences.
Participants will learn practical techniques to handle requests with a positive, solution-focused mindset—building stronger customer connections, promoting loyalty, and turning challenges into opportunities.
Audience
Anyone aiming to improve their ability to deliver top-tier customer support, including call centre representatives and service agents.
Topics Covered
- Module 1: The Professional Call Center Agent Mind Set
- First Impressions: Voice Recording Activity
- Characteristics of High Performing Service Providers
- Logic and Emotion When It Comes to Buying or Continuing to Use a Product or Service
- Module 2: The Professional Call Center Agent Skill Set
- Are You an Expert?
- Active Listening
- Use the Power of Questions
- Use Best Practice Telephone Customer Care Techniques
- Module 3: Know Your Caller’s Personality Style
- Find Out Your Personality Style
- The Communication Styles Model
- Dealing With Different Caller Personalities
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Not
Learning Objectives
- Recognise how their role directly contributes to building a customer-first, high-performing team culture
- Gain clarity on the mindset, capabilities, and knowledge needed to excel in a customer care position
- Build better customer relationships by tapping into customer psychology, developing rapport, and adjusting communication styles for more effective interactions
Customer Service Excellence Series
This comprehensive training solution designed to equip your team with the skills and confidence to deliver outstanding customer service. Featuring six complete programmes, it enables staff to build stronger customer relationships and maintain service excellence across all touchpoints.
Our Workshop Schedule
Looking for a different workshop schedule? Let us know your preferred dates, and we’ll do our best to accommodate.
Corporate Training inquiries are also welcome.
English (UK) 
繁體中文 
简体中文 