Call Centre and Customer Service Training Course – Call Centre Training

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 Courses or Call Centre Training targets improving customer service and ultimately profit maximization. Call Centre training courses in Cape Town, Johannesburg, Durban: South Africa.

Call center agents within our Call Center Courses 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.

 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.

Call Centre and Customer Service Training Course, Call Centre Training

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 Call Centre Training  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 or Call Centre Training: 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 of the Call Centre Training 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

call centre training courses in Cape Town

Related Call Centre Training include Courses (click on links to book and/or obtain automated quote) include:

Call Centre and Customer Service Training Course (Call Centre Training Courses Cape Town, Johannesburg, Durban)is an essential skills. As JFK said Leadership and learning are indispensable to each other. 

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