Customer Care Excellence, Order Confirmation & Call Center Management
A practical program covering client psychology, active listening, confirmation scripts, order management with delivery partners, handling upset customers, and managing teams via KPIs.
About the Trainer
Field Experience
Specialist in commercial communication and call center team management. She combines academic expertise (Master's in Organizational Communication) with field experience to optimize confirmation rates, reduce returns, and professionalize customer care.
Credentials & Experience
- Master's in Organizational Communication
- Call center team management (Team Leader)
- Operational e-commerce experience
Coaching Philosophy
Customer care is not a cost, but a loyalty and confirmation engine that grows your revenue.
Program Curriculum
Client Psychology & Active Listening
Active listening techniques over the phone.
Effective Confirmation Scripts & Strategies
Maximizing the confirmation rate.
Order Management & Follow-up with Delivery Partners
Reducing returns.
Handling Angry Customers & Resolving Conflicts
Containing objections and de-escalating situations.
Continuous Evaluation & Team Management
KPIs & Daily Coaching.
Kirkpatrick Impact Measurement
We measure real learning transfer across four levels: reaction, learning, on-the-job behavior after 30–60 days, and return on results.
Reaction
Measure participant satisfaction & engagement
Learning & Role-play
Knowledge & skill acquisition tests
On-the-job Behavior
Real application after 30–60 days
Business Impact
ROI measurement & final impact
Actionable toolkits you take home
Every participant leaves with templates ready for immediate field use
Related Courses
Effective Sales Mastery & High-Performance Closing
Build practical sales skills: understand customers, prospect, handle objections, negotiate and close with confidence.
Operational Deliverables
- Ready-to-use toolkit (Scripts, objection matrices)
- Real call simulations & role-plays
- Personalized feedback to apply skills in the field
Executive Leadership & Business SOPs Engineering
Build a self-running organization that boosts productivity and reduces dependence on individuals.
Operational Deliverables
- Ready-to-use toolkit (SOPs)
- Behavioral observation matrix & impact measurement
- Kirkpatrick impact assessment (Levels 1–4)
Customer Care Excellence, Order Confirmation & Call Center Management
3 intensive days + 30 days of call QA audit