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Call Centre & Contact Centre Training

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.

Call Centre Dynamics

Course Description
The best call centre technology in the world won’t improve your call centre’s overall performance if your call centre agents don’t have the skills to handle sales and customer service calls. Common problems are poor telephone skills, poor handling of the customer’s needs, inactive listening, and inconsistent adherence to business processes
Most organizations recognize that effective call centre training is the fastest way to boost revenues and reduce the losses associated with poor performance and productivity.

Course Content

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.

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).

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.

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

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