Call Centre & Customer Service


Course Outcomes

Upon completing this course, participants should be able to:

  • Define what is my role as a Call Centre Agent
  • Understanding the full use of the telephone equipment
  • Dealing with incoming calls as efficiently and politely as possible
  • Stress the importance of acknowledging callers and keeping them informed
  • Describe standard telephone etiquette for answering calls, transferring calls and making calls
  • Understand how to operate the telephone and contact centre equipment
  • Ask probing questions to find out the purpose of the call and transfer to the correct person or department
  • Capturing and logging the customer query on the computer information system
  • Resolving customer queries promptly
  • Prepare all necessary documentation and equipment prior to making an outgoing call
  • Speaking eloquently and clearly on the phone
  • The importance of ATTITUDE in my role
  • Why should I be nice / civil to anybody?
  • Develop daily BEHAVIORS to be the best I can be
  • Grooming myself for success
  • 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
  • Clarify what is meant by customer service
  • Explore who our customers are and what their diverse needs are
  • Two-way communication: open ended questions
  • Use questioning techniques to identify specific needs of customers
  • Explore the values and attitudes necessary for excellence in customer care
  • Discuss my role and responsibilities when serving customers
  • Dealing with customer queries effectively and efficiently
  • How to handle conflict and conflict resolution techniques
  • How to handle difficult customers and abusive callers

For more information, please visit

Contact Details
Contact Person:
Julius Matose
Contact Email:
julius [at]
Course Details
Unit Standard:
NQF Level:
Level 3
Course Duration:
1 Day
Course Delivery Method:

E-learning E-learning

Blended Blended

In Class In Class

Presented Presented Courses

In House In-House

on request
Course Fee Includes:
Assessment, Moderation, Certifification




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