Call Centre & Customer Service Course
This course is accredited by the Services Seta and the material covers unit standard 7790 at NQF level 3 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, by equipping them with the skills, knowledge and behavioural attributes required to consistently deliver quality customer service in the Call Centre environment.
Course Duration: 1 Day
Upon completing this course, participants should be able to:
- Define what is my role as a Call Centre Agent
- Understand the full use of the telephone equipment
- Deal with incoming calls as efficiently and politely as possible
- Stress the importance of acknowledging callers and keeping them informed
- 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
- Capture and log the customer query on the computer information system
- Resolve customer queries promptly
- Prepare all necessary documentation and equipment prior to making an outgoing call
- Speak eloquently and clearly on the phone
- Understand the importance of my ATTITUDE in my role
- Develop daily BEHAVIORS to be the best I can be
- Groom myself for success
- Invite Customers into the business with my superior TELEPHONE SKILLS
- Develop an understanding of Customer requirements by LISTENING
- Take 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
- Deal with customer queries effectively and efficiently
- Handle conflict and conflict resolution techniques
- Handle difficult customers and abusive callers
Course Duration: 1 Day
Module 1: Telephone Etiquette and Customer Service
- Using the Telephone
- First Impressions
- A Good Telephone Voice
- Importance of Body Language in Telephone Skills
- Do's and Don'ts of Answering Calls
- Transfers
- Professional Messages
- Making External Calls
- Professional Messages
- Cell phones in an Open Plan Office
- Ending Calls
- The role of Good Questioning Skills
Module 2: Confidential and Non-Disclosable Information
- Confidential Information
- Dealing with Unexpected
- Emergency Situations
Module 3: Listening Skills
- Listening skills Quiz
Module 4: Dealing with Difficult Customers
- Transactional Analysis: Understanding how tone changes your message
- Dealing with Abusive Callers
Module 5: Dealing with Telephone Complaints
- Listening to Customer complaints
- Dealing with Customer Complaints Effectively
- Manage the effectiveness of your communication
- Customer needs
- Ten Commandments of Superior Customer Service Relationships
- Ten Dimensions of Customer Service Quality
- Compulsory Class Activity
- Bad telephone techniques