Call Centre & Customer Service Course
Our Call Centre & Customer Service Course is accredited by the Services Seta and material covers unit standard 14348 at NQF level 2 worth 3 credits.
- Overview
- Outcome
- Content
Course Duration: 1 Day
A training programme for Call Centre staff who need to improve their customer service and telephone skills.
Course Duration: 1 Day
By the end of the course, participants should be able to:
- Define what is my role as a Call Centre Agent
- Understanding the full use of the telephone equipment
- Dealing with incoming calls as efficiently and politely as possible
- Stress the importance of acknowledging callers and keeping them informed at all times
- Describe standard telephone etiquette for answering calls, transferring calls and making calls
- Understand how to operate the telephone and contact centre equipment
- Ask probing questions to find out the purpose of the call and transfer to the correct person or department
- Capturing and logging the customer query on the computer information system
- Resolving customer queries promptly
- Prepare all necessary documentation and equipment prior to making an outgoing call
- Speaking eloquently and clearly on the phone
- The importance of ATTITUDE in my role
- Why should I be nice / civil to anybody
- Develop daily BEHAVIORS to be the best I can be
- Grooming myself for success
- Inviting Customers into the business with your superior TELEPHONE SKILLS
- Developing an understanding of Customer requirements by LISTENING
- Taking PRIDE in displaying courtesy and civility to others
- Clarify what is meant by customer service
- Explore who our customers are and what their diverse needs are
- Two way communication: open ended questions
- Use questioning techniques to identify specific needs of customers
- Explore the values and attitudes necessary for excellence in customer care
- Discuss my role and responsibilities when serving customers
- Dealing with customer queries effectively and efficiently
- How to handle conflict and conflict resolution techniques
- How to handle difficult customers and abusive callers
- Explain the importance of product knowledge in customer care
- Understanding how to deal with Confidential and non - disclosable information