Business Process Outsourcing
- BPO Overview
- What is a BPO?
- Classification of BPO
- Why is business outsourced?
- Work environment in a BPO
- Opportunities in BPO
- Skills required for effective working
- Skills of a CSE
- Selling Skills
- Handling Complaints
Customer Relationship Management
- Elements of Good Customer Service
- Customer Relationship Management
- Service No
- Understanding Customer Complaint
- Understanding and handling complaints
Call handling & Listening
- Introduction to call structure
- Introduction to script reading
- Word verbiage
- Essential components of a conversation
- Ground rules for call
- Importance of listening
- Hearing vs. Listening
Life Skills
- Self-Evaluation
- Attitude
- Motivation
- Goal Setting
- Time Management
- Corporate Etiquette
- Social Etiquette
Communicate with confidence
- Effective Listening
- Public Speaking
- Jam Sessions
- Group Discussions
