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 www.imsimbi.co.za