Call Centre & Contact Centre Training

Customer Service Training (Service Excellence Training) - Johannesburg

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Customer Service Training and Telephone Etiquette Training - Port Elizabeth

This Customer Service Training and Telephone Etiquette Training Course - which is offered publicly and in-house throughout South Africa - will:

  • Ensure that all employees in your organisation focus on being service champions
  • Build customer satisfaction, loyalty and retention
  • Deliver increased bottom line results

Suitable for:   All staff involved in customer service

Course duration:  2 days

NQF level:  4

Customer Service Training and Telephone Etiquette Training - Durban

This Customer Service Training and Telephone Etiquette Training Course - which is offered publicly and in-house throughout South Africa - will:

  • Ensure that all employees in your organisation focus on being service champions
  • Build customer satisfaction, loyalty and retention
  • Deliver increased bottom line results

Suitable for:   All staff involved in customer service

Course duration:  2 days

NQF level:  4

Customer Service Training (Service Excellence Training) - Durban

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Customer Service Training and Telephone Etiquette Training - Johannesburg

This Customer Service Training and Telephone Etiquette Training Course - which is offered publicly and in-house throughout South Africa - will:

  • Ensure that all employees in your organisation focus on being service champions
  • Build customer satisfaction, loyalty and retention
  • Deliver increased bottom line results

Suitable for:   All staff involved in customer service

Course duration:  2 days

NQF level:  4

Customer Service Training (Service Excellence Training) - Cape Town

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Customer Service Training and Sales Training - Johannesburg

Customer Service Training, including Sales Training

Course Objectives:

    ✓   Increased sales and market penetration

    ✓   Improved customer relationships

    ✓   Customer loyalty

Suitable for:   Call Centre Operators, and all employees involved in sales and customer service

Customer Service Training (Service Excellence Training) - Port Elizabeth

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Customer Service Training and Sales Training - Port Elizabeth

Customer Service Training, including Sales Training

Course Objectives:

    ✓   Increased sales and market penetration

    ✓   Improved customer relationships

    ✓   Customer loyalty

Suitable for:   Call Centre Operators, and all employees involved in sales and customer service

Call Centre Support - National Certificate

Call Centre agents can operate in either inbound or outbound call centres. Inbound call centres primarily
receive calls from clients and consumers. Large stores and businesses often have inbound call centres
dedicated to addressing the needs of their clientele. In these call centres, agents will generally be expected to handle customer queries and complaints.

There is a strong emphasis on providing customer care and problem solving. Agents need to be
sensitive and knowledgeable about business products and services in order to effectively assist
customers.

Business Etiquette

“Etiquette means behaving yourself a little better than is absolutely essential.” Will Cuppy

In life and in business first impressions as well as on-going interactions are critical because people buy from people. Employees’ appearance, attitude and behavior are therefore a direct reflection of your company and brand.

Whether it is appropriate dress or image, sending out professional business communication, wording an email correctly or having awareness about cultural sensitivities, having good business etiquette can give us the edge in almost every situation.

Professionalism in the Workplace

We all need to behave in a professional manner in the workplace. This workshop focuses on knowledge, skills, values and attitudes in relation to the learner’s own context and experience of the world of work.

Who should attend this course?
This learning course is intended for all members of staff, in particular: secretaries, receptionists, team leaders and managers.

Contact Centre Training

Contact Centre Training: NQF Level 5 - this is a multi-facetted development programme aimed at those working in contact or call centres.

The course contains a number of Unit Standards which cover the basic development need of contact/call centres employees.

You can choose the aspects of the programme according to your/your company’s specific needs or you can do the full 9 workshops as a qualification.

The cost for this programme and the contents are available on request.

(This programme is only run in-house – Minimum 10 learners).

Customer Service Excellence for isiZulu Speakers

Course Category:
Front Line
Duration: Half Day
Time: 8:30am-12:00pm

WHO SHOULD ATTEND

Any individual whose home language is isiZulu and who comes into contact with potential or existing customers (both externally and internally)

HOW YOU WILL BENEFIT

You will gain an understanding of the importance of delivering consistent customer service excellence
You will acquire fundamental, usable skills that will help improve customer service levels in your company
WHAT WILL BE COVERED

Customer Service Training

Course Overview

Fact: 7 out of 10 customers who switch to a competitor do so because of poor service.

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. This training program is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.

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

Conflict Management Skills

The Conflict Resolution skills course 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.

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2) Microsoft Office 2003/2007/2010 (All Levels)

We are able to offer certified and/or accredited IT education and training via any medium and to apply gap analysis techniques and/or skills assessments to determine what is needed to get individuals up to required development levels. Creating a development plan and breaking it down to specific courses and/or modules to be delivered according to specific business needs has the ability to empower the client's workforce and to add real value to the client's organisation.

Basic Computer Skills (Intro to PC's, Windows, Typing, Word, Excel, Outlook, Internet)

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.

Emotional Intelligence: The Key to Personal Excellence and Effective Leadership

It has become increasingly apparent that people with high levels of Emotional Intelligence (EQ) are more successful in business and in their professional lives than those who just have high levels of "traditional intelligence".

EQ explains why some people excel while others who appear to be of a similar calibre lag behind. EQ helps us to manage our lives and our interactions with others thereby contributing to both personal excellence and greater leadership capabilities.

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