Language: English / Arabic
Duration: 150 hours
Awarding Body: NATIONAL INSTITUTE OF TECHNOLOGY
Version: 1.0
Module 1: Introduction to Salesforce 1VU, TMP and TGOs
Course Description
Chat Bot Specialist Part 1 designed is designed to support the working individuals to understand the client’s environment and the systems used to help all the stack hold-ers. The contact center business has evolved like anything and now days its directly connected with the hi-tech devices and web based solutions used by the customers. This course will give learners hands on experience on the different technologies used in the today’s contact center. This course have been designed to ensure the content matches what is needed and valued by today’s employment market, also meeting the needs for study programmes, & Traineeships.
Course Objectives:
After taking this course, you should be able to:
- Understand the Client’s countries of operations
- Understand cloud-based solutions TMP & TGOs
- Understand the Customer Journey technical and non-technical aspects
- Understand the Salesforce 1VU
- Understand the Back-office dashboard
- Phone Tag and Getting the Call Back
Course Content:
- Understand the company’s environment
- Different stake holders in the business process
- Technologies used in today’s contact center
- Understand applications
- Understand godrive, salesforce, pos applications
- Back office operations and dashboard
- Effective use of telephone as a business tool
Module 2: Understand Routing Methods GoDrive, POS and SOPs
Course Description:
Chat Bot Specialist Part 2 designed is designed to support the working individuals to understand the importance of Applications, Point of sales system, SOPs, refund policies, categorization of mistake and cases. This course have been designed to ensure the content matches what is needed and valued by today’s employment market, also meeting the needs for study programmes, & Traineeships.
Pre-Requisites:
Module 1: Introduction to Salesforce 1VU, TMP and TGOs
Course Objectives:
After taking this course, you should be able to:
- Understand GODrive Devices
- Fundamentals of Point of sales
- Refund policies
- Understand the mistakes
- Understand the cases
- Understand regular & VIP standard operations
Course Content:
- Execution of Point of Sales
- Understand SPOS
- Understand GOdrive application
- Know the routing applications
- Identifications of Cases and Mistakes
- Refund policies
- Demonstrate a customer service approach
- Understand the importance of customer and customer service
- Master the customer interaction cycle
Module 3: Importance of Customer Service & Effective Communication skills
Course Description:
Chat Bot Specialist Part 3 designed is designed to support the working individuals to understand the importance of Customer Service & Effective Communication skills . Specialist will also work as a customer succession specialist which mean they have to understand the psychology of a customer, how deal any types of customer and also creating a wow impression by providing extra ordinary customer service culture. This course have been designed to ensure the content matches what is needed and val-ued by today’s employment market, also meeting the needs for study programmes, & Traineeships.
Pre-Requisites:
- Module 1: Introduction to Salesforce 1VU, TMP and TGOs
- Module 2: Understand Routing Methods GoDrive, POS and SOPs
Course Objectives:
After taking this course, you should be able to:
- Understand Albert Mehrabian’s study on communication and how it affects telephone communication. And learn the role that body language plays in telephone communication.
- Importance Verbal Communication Techniques
- Understand importance of having customer
- Creating the wow factor over the phone
- Active listening techniques
- Probing technique
- Understand how to take the message effectively
- Develop the voice techniques
- How to write a script
- Handling Objections
- Know the difference between internal and external customers.
- Know how to communicate with customers.
- Know a range of dress codes for different job roles.
- Know the importance of creating a good impression on customers.
- Know how to meet customer expectations.
Course Content:
- Identify common communication problems that may be holding them back
- Develop skills to ask questions
- Learn what their non-verbal messages are telling others
- Develop skills in listening actively and empathetically to others
- Enhance their ability to handle difficult situations
- Demonstrate a customer service approach
- Understand the importance of customer and customer service
- Master the customer interaction cycle
- Understand the factors which contribute to good/poor service
- Appreciate complaining customers
- Handle complaints as service opportunities
- Build trust and respect with customers and colleagues.
- Understand how your own behaviour affects the behaviour of others
- Demonstrate confidence and skill as a problem solver
- Apply techniques to deal with difficult customers
- Warm up your service approach to improve success with cold calling.
- Identify ways to make a positive impression.
- Create a script to maximize your efficiency on the phone.
- Learn what to say and what to ask to create interest, handle objections, and close the call.
