Our Training Programs
The success of an operation the size of Ansafone Contact Centers is not an industry secret. It’s smart management and an excellent staff that is well trained, appreciated and respected. Our Customer Service Representatives (CSR’s) know that they are the backbone of this operation. Without them, Ansafone would just be another call center.
Delivering World-Class Customer Service is premised upon the delivery of effective and proven Customer Service Training Programs. Ansafone’s progressive skill based training programs utilize facilitated and professionally recorded web-based training modules. Our Training personnel maximize classroom roll plays, module testing and other learning activities to maximize learning and to enable the participants to demonstrate the extent to which they have mastered the knowledge, skills and strategies required of their assigned responsibilities.
Our CSR’s repeatedly practice basic and advanced service skills on how to:
§ Build rapport, uncover needs, listen, clarify, explain, and manage conversational flow
§ Handle complaints, upset customers, conflicts, negotiations, and challenging situations.
§ Avoid misunderstandings, manage expectations, and take responsibility.
§ Surpass expectations, delight customers, and build long-term loyalty
§ Work in teams and reinforce internal cooperation and communication
Our critical Customer Service curriculum includes:
§ HIPAA Privacy
§ Telephone Etiquette
§ Trust & Rapport Building
§ Active Listening Skills
§ Problem Solving
§ Defusing Anger
§ Stress Control
§ Art of Negotiation
§ Managing Customer Expectations
§ Business Email Etiquette
§ HIPAA Privacy Regulations
§ Converting Inquirers into Buyers
§ Service Sells – Up-Selling & Cross Selling
Client-specific training modules are recorded to ensure consistency of training and accuracy of delivered client information.
