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Call Centre & Contact Centre Training

Call Centre & Customer Service

This course is accredited by the Services Seta and covers unit standard 7790 Level 3 worth 3 credits.

1 Day course

By the end of the course, participants should be able to:

• Define what is my role as a Call Center Agent

• Understanding the full use of telephone equipment

• Dealing with incoming calls as efficiently and politely as possible

• Stress the importance of acknowledging callers and keeping them informed at all times

• Describe standard telephone etiquette for answering calls, transferring calls and making calls

Problem-Solving Training

Course Overview

Imagine increasing productivity, reducing waste and improving customer satisfaction by developing a process for effectively solving problems.

If you are tired of applying dead-end solutions to recurring problems in your company, this workshop should help you reconstruct your efforts and learn new ways to approach problem-solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions that you will be confident in.

Conflict Resolution Skills

The Conflict Resolution programme is designed to equip business teams and individuals, with a range of skills and strategies which will help them to manage and resolve the inevitable conflicts which are part of any business process.

The course is suitable for support, administrative and executive staff who want to prevent build-ups of conflict, resolve existing problems or polish interpersonal, team and EQ competencies. It is also highly suitable for teams who wish to explore and resolve conflicts and build synergy and effectiveness.

Telephone Skills

COURSE OVERVIEW

The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities once we know how to use it effectively. In most cases, the telephone is the first contact customers have with your organisation and the way in which you apply your telephone skills can make or break the corporate image.

3) Soft Skills Courses

Bytes People Solutions is the internationally accredited education, training, skills development and people consulting arm of the Bytes Technology Group. Bytes People Solutions are recognised as a leader in the industry and has built a credible track record over the past 10 years by providing excellent service to a large number of blue chip companies in South Africa. Various business units, supported by a strong professional skills base, deliver services in all major regions.

PA and Secretary Development

COURSE OVERVIEW

The PA and Secretarial Development Programme is designed with the aim to develop and equip practicing PA’s and Secretaries with competencies (skills, attitudes, values and behaviors) that are becoming more and more requisite in their complex and challenging environment. The programme endeavors to go beyond the basics and ranges from an introspective thinking to practical, hands-on approach.

COURSE CONTENT

Module 1: Attitude and Value Adding

***CUSTOMER SERVICE EXCELLENCE***

The perfect course for all client facing staff and employees dealing with people needing to have a professional business approach and etiquette.

• Understanding Customer Service

• Focusing on the Customer

• Handling Complaints

• Delivering Excellent Customer Service on the Telephone

• Coping with Stress

• Going the Extra Mile!

The course is adaptable to all levels of staff - Different dates and venues available - On-site training optional.

Course presented nationwide!

US Aligned: 7789 NQF: 4 CREDITS: 8

Personal Goal Setting in the Workplace

Personal Goal Setting in the Workplace is a powerful 2 day programme designed to help your staff transform perspectives, attitudes and behaviours through purposeful goal setting and direction.

The programme allows learners to consider alternatives, exercise responsibility and in the process design their lives by examining their mission, vision and values. Through a personal planning process, learners are equipped with a whole new way of time and self management. Simple forward planning and reviewing on a weekly basisbecomes the key to personal growth and achievements.

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