Customer Engagement
ContactExpert's Customer Engagement training includes a full package of modules that your beginning or experienced CX employee needs in order to have an excellent interaction with your customers.
The training is highly practical and uses many examples and exercises, taken directly from your own operations. The training is therefore recognisable for the participants, so that acceptance will be high and after the training, they will be able to practice and apply what they have learned straight away!
The composition of this training is based on our own experiences and feedback from previous students and contains all the necessary learning material to interact with the customer with confidence.
To perfectly tailor the training to the needs of your employees, it is possible to omit specific modules or to add optional modules. In this way, the training we provide your staff is practical and targeted.
Our trainers have proven experience in the customer contact sector and know the circumstances and challenges that a customer contact professional faces on a daily basis.
In contrast to some (subsidised) training courses requiring registration, a ContactExpert training also means undivided attention, which leads to a better end result.
The available modules
The standard modules:
- The essence of customer care
- The right conversational techniques & structure
- Customer Centricity, attitude & behaviour
- Using empathy
- Using assertiveness
- Dealing with customer resistance & conflict management
- Turning complaints into a positive customer experience
Optional modules:
- Sales techniques (acquisition & cross/upsell)
- How a contact center works
- Dealing with workload & stress
- Applying GDPR / Privacy legislation
- Working with LEAN: helping with continuous improvement
- Giving and receiving feedback
Duration
The CX Customer Engagement training, with all standard modules, lasts a total of 4 days: 3 days of training and 1 day of feedback, Q&A and coaching.
You can, of course, spread this training over time, so that your day-to-day operations are not overly disrupted.
Cost
With the standard modules, your investment for this training is €5,900, regardless of the number of participants.
In order to ensure a good interaction between participants and trainer, we keep a maximum of 8 participants per training. For any custom work we charge a rate of €500 per half day (4 hours).