The most advanced call centre technology in the world won’t help your customers if your call centre agents don’t have the skills to handle sales and customer service calls. Excellent telephone skills; prompt handling of customers needs; active listening and the ability to deal with unhappy customers are some of the values call centre managers look for. This course aims to address skills and competence with a view to service excellence, creating a unique platform for call centre agents to live up to their full potential.
Learn the practical knowledge and essential skills that will equip you to successfully operate within a call centre
WHO SHOULD ATTEND ?
Call Centre Operators, Team leaders, Supervisors, New Call Centre Managers, New Call Centre Agents, HR Practitioner involved in the Call Centre and Anyone Else Answering the Phone
COURSE CONTENT
• MOTIVATION
• TIME MANAGEMENT
• STRESS MANAGEMENT
• TELEPHONE ETIQUETTE
• LISTENING SKILLS
• DIFFICULT CUSTOMERS
• TALK WITH CONFIDENCE
• CUSTOMER SERVICE
• HOW TO ASK QUESTIONS
• HOW TO DEAL WITH UNHAPPY CUSTOMERS
• AND MUCH MORE