Module 1 Outcomes Understanding Call Centres Role Call/Contact centres play in the economy Defining Call / Contact Centre? Advantages and Disadvantages of Dealing with a Customer Telephonically The Agents Role The Customer Role The Face to Face Customer Personal Hygiene Listening Skills What are the obstacles with regards to Listening? Tips on how to listen actively Phonetic Alphabet Body Language Tongue Twister How to take care of your voice What do we sound like over the telephone? Module 2 Outcomes Difference between Incoming and Outgoing calls. Handling Incoming Calls Handling outgoing calls Taking Messages Following Up Why is accuracy important? Probing for information Handling Irate clients Tips on how to engage with irate Clients Escalation Procedure Choosing your attitude Role Plays Course is aligned to Unit Standards Minimum Requirements Grade 12 Course can be conducted at your office premises. Call for a private session based on minimum 6 candidates per session.