In this workshop you will gain practical experience in planning and conducting a Customer Care training for call center employees. You will practice the application of different media, set up Customer Center demonstrations with a projector, and plan exercises and role plays for the participants.

Plan and conduct a training for Customer Center personnel

Use educational concepts for planning a Customer Care training

Use effective training techniques, role plays, demos and exercises

Customer Care

The knowledge level of the following seminars is required:

CC-1JE11 Introduction to Customers and Contracts, or SY-1JE19 BSCS iX Release 3: Starter Training

CC-2JE12 Customer and Contract Maintenance

The knowledge level of the following seminar is recommended:

CC-9JE11 Customer Care - Exercises

Trainer Personality
Aspects of trainer personality including language, manner of speaking, attitude, body language and orientation towards audience.

Levels of Learning

Learning type test to analyze the learning channels with which you learn most efficiently

Overview of levels of learning and how you can use them for your Customer Care training sessions

Visualization
Using different visualization techniques for your Customer Care trainings.

Role plays, Demonstrations, Exercises
Planning and conducting role plays, demonstrations, and exercises for your Customer Care trainings.

Educational Concepts
Implementing educational concepts for planning your Customer Care trainings.

Conducting a complete CC training session
Conducting a complete Customer Care training session including introduction, theory, practical part with role plays, demonstration and/or exercises, summary.