INTENSIVE CUSTOMER SERVICE TRAINING  (ICST)

 

 

v     ESSENCE ORIGINZ`

     

            Enhances proficiency in English through tailor- made programs, which aim at improving fluency, vocabulary , reading and writing skills. Takes your communication skills to the next level.

           

v      INTENSIVE READING

1.      Simple to complex reading

2.      Modulated reading

3.      Dialogue and script reading

4.      Voice recording.

 

v      ABRIDGED GRAMMAR

1.      Comprehension of tenses.

2.      Action and helping verbs.

3.      Prepositions

4.      Distinctive grammar words .

5.      Grammar games and activities.

 

v      WORD POWER

1.      General usage words

2.      Phrases and idioms

3.      Progressive vocabulary

4.      Word games.

 

 

v     BASIC INDUCTION

 

                            Introduces you to the BPO industry, reason of existence, work procedures, growth     prospects and future stability.

 

 

 

v     CUSTOMER SERVICE

                 

                       Develops competence  in delivering quality services to customers. It enhances business communication  skills and improves professional effectiveness in managing business situations. It helps inculcate  the attributes of true service professional i.e. Customer Care Associate.

 

§         Telephone etiquettes

§         Bridging phrases

§         Customer needs

§         Customer satisfaction

§         Customer retention

§         Dealing with different types of customers

§         Role-plays

§         Mock calls.

§          

 

v     TELESALE

             

                  Grooms  to be a true marketing professional. It develops proficiency in tele- marketing skills, gives you the competitive edge in changing world of marketing, and prepares you to perform powerfully as a key component of the Sales and Marketing team in terms of achieving targets.

 

§         Marketing and Selling basics

§         Probing skills

§         Art of Prospecting

§         Objection handling

§         Sale close

§         Script practice

§         Live call :  Gives real time experience of calling.

 

 

v     SOFT SKILLS

 

                    Improves inter-personal effectiveness and enhances personal management skills. It Exposes  to a wide range of confidence building activities and fun filled games which ensures learning with fun.

 

§         Building confidence

§         Presentation skills

§         Extempore skills

§         Group discussion

§         Personal grooming

§         Games and activities

§         Video recording

 

 

v     VOICE AND ACCENT  (VAT – I)

 

                 Neutralizes  strong regional accent It takes  systematically through the spoken structure of the English language and is specially designed for the speaker of English from the Indian – Sub continent. Enables  to speak English with clarity and confidence.

 

§         Rectification of  errors in sound and pronunciation.

§         Accent neutralization  (Vowels, Consonants, Syllables and Diphthongs)

§         Overview of UK & US accent.

§         Awareness of UK/US cultures.

 

 

 

v     COMPUTER ESSENTIALS

 

       Provides training on basics of computers and typing skills essential to be a good call center agent.

 

                   

 

v     INTERVIEW SKILLS

                              

                                Increases success rate in face-to-face interviews. Gives  extensive practice of rounds of interview that an interviewee has to qualify.

 

 

v     INTROSPECTION- SELF ANALYSIS

 

            Strengths, weaknesses , opportunities and threats analysis(SWOT- Analysis)