Contact Centre Training - Port Elizabeth


Contact Centre Training

- Including Telephone Etiquette Training -

Contact Centre 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

Contact Details
Contact Person:
Ron / MIchele
Contact Email:
info [at]
Course Details
Unit Standard:
Unit Standard 242829: Monitor the level of service to a range of customers
NQF Level:
Level 4
Course Duration:
2 days
Course Delivery Method:

E-learning E-learning

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

On Demand On Demand

In-house and public course fees on request




Google News

Advertisement i

Advertisement m