Call Centre and Customer Service Training Course

Call Centre and Customer Service Training Course aims to teach employees the knowledge, skills, and competencies required to increase customer satisfaction within a call centre.

Call center agents will learn the following skills:

  • Master voice control including pitch, tone, cadence, and pitch.
  • Skills to enhance speech and communication key listening skills and the ability to question
  • Negotiation skills
  • The importance of creating and delivering meaningful messages
  • The nuances of body language and verbal skills
  • The importance of building personal relationships
  • Personalized techniques for managing stress

The aim is to enhance customer service skills and ultimately boost sales.

Call Centre and Customer Service Training Course

The Challenge Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Call centres often are a key component of a company’s delivery strategy whether it be to obtain new customers or maintain and enhance customer relations.

The Solution (Call Centre and Customer Service Training Course Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Call Centre and Customer Service Training Course: this one day   course will equip you with the skills to manage customer service within a call centre environment.

 

The course will cover the following aspects:

  • Employing effective telephone etiquette
  • Processing incoming calls according to company standards
  • Processing incoming calls according to company standards
  • Answering telephone according to company standards

 

Screening will include ascertaining reason for calling and / or if call may be redirected and the identity of the caller.

Organisational standards will include tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity.

Standard operating procedures will include site specific operating instructions, instructions, orders, guidelines, policies, procedures and systems.

Efficiently will include promptly, courtesy and effectively.

  • Develop daily BEHAVIORS to be the best I can be
  • Understand what is my role as a Call Centre Agent
  • Comprehend the full use of the telephone equipment. Understand how to operate the telephone and contact centre equipment
  • Dealing effectively and politely with incoming calls
  • Be aware of the need to acknowledge callers and keep them informed at all times
  • Ask key questions to find out the aim of the call and the need if necessary ti transfer to the correct department or person
  • Computer system capturing and customer query logging
  • Quickly solve customer queries
  • Speaking eloquently and clearly on the phone
  • The importance of ATTITUDE – Why should I be nice / civil to anybody
  • Prepare all necessary documentation and equipment prior to making an outgoing call
  • 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
  • Use questions to identify specific needs of customers
  • Explore the attitudes and values necessary for high customer care
  • Understanding how to deal with private information

 

Delivery Method (Call Centre and Customer Service Training Course: Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa)

  • One-day Instructor Led classroom based training
  • Strong delegate participation and practical application of theory

Our objective is to ensure that the acquired tools and knowledge are user friendly and easily applied in the workplace.

All delegates (for Call Centre and Customer Service Training Course:  Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa)  will receive:

  • Material
  • Refreshments (lunch, tea)
  • Memory stick (with relevant tools and models that can be easily accessed when applied back at work)
  • Attendance Certificate
  • After training assistance for 3 months

Related Courses include:

Call Centre and Customer Service Training Course is an essential skills. As JFK said Leadership and learning are indispensable to each other. 

Course Schedule and Costs

Please click on links below for price and venue of the courses:

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