Call Centre & Customer Service
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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
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