Contact Centre Training

- Including Telephone Etiquette Training -

Through this Contact Centre Training - which is offered publicly and in-house throughout South Africa - your company will gain:

• Increased sales and market penetration
• Improved customer relationships
• Customer loyalty

Suitable for:   Contact Centre Operators and employees involved in sales and customer service

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Through this Contact Centre Training, delegates will learn:

• Getting the basics right
• The fundamentals of customer service and sales
• Teamwork and the service chain
• Understanding the basic needs of every customer
• The 3 V’s of communication – and how to maximize them – even over the phone
• Basic telephone skills essential for every employee involved in customer service and sales
• First impressions formed on the phone
• Putting a smile in your voice
• Adopting a “yes we can” attitude
• The importance of tone of voice, pitch and rate of speech
• Time taken to answer
• Getting essential information to serve
• Questioning and probing techniques
• The dreaded “please hold”
• The dreaded “dead end” transfer
• Giving and taking messages
• Active listening skills
• Matching the communication style of your customer
• The importance of attitude to be effective in sales & customer service
• Understanding the importance of internal and external customers
• Handling in-bound calls effectively
• 5 critical things to do when opening an in-bound call
• Attentiveness and active listening
• Establishing the real need
• Administrative efficiency and follow up
• Handling out-bound calls and direct sales effectively
• Getting through the gate-keeper to the decision maker
• Effective enquiring
• Preparing a script
• Selling benefits
• Cross-selling and up-selling
• Handling objections
• Techniques for closing the deal
• Handling difficult situations and problems relating to sales
• Knowing your product
• Using your resources – the internal value chain
• Handling customer complaints and irate customers
• Why complaining customers are highly valuable
• Understanding the real issue behind the words
• Creating calm and giving reassurance
• The 7 steps to dealing with angry customers

Click to view our Contact Centre Training courses on our website