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