Call Centre Specialist for Customer Support Staff & Telemarketers

This is a 1 x Full Day Course (08:30 – 16:30)

Price Includes:
Full Course Manual
Certificate
Refreshments
Practical Session

DATES: Please contact us for the next available dates

One full day course:  08:30 – 16:30

DATES: Please contact us for the next available dates

Price Includes:
Full Course Manual
Certificate
Refreshments
Practical Sessions

This is a very hands-on and practical training and the following subjects will be attended to:  

1. Personal Growth: We start with the student and spend a session on personal growth with development tests, motivation, how to do goal setting planning.  We talk about Inventory of your Skills and attitude in the workplace and overall well-being –   Happy student, happy workplace!
2. Understanding the Role of a Call Centre Specialist: Understanding your role makes you a better employee
3. Stress Management – How to stay calm under pressure: For any person who deals with customer problems or difficult customers on the telephone all day, this is a skill we spend a lot of time aquiring.
4. Advanced Telephone Skills: Greetings and the first few seconds.
5. Importance of Product/Service Knowledge for Call Centre Specialists: Knowing your product or service well can result in exceptional success
6. Handling Frequently Asked Questions: How to still be excited to answer the same questions everyday
7. Handling Multiple Calls Simultaneously: Learn this amazing skill to be the best on the phone
8. Perfect Customer orientated language: Speak easily understandable english for quality conversations
9. Positive vs Negative Language on the Telephone: Learn effective communication skills
10. Advanced Active Listening Techniques: Learn to listen not only to words, but the emotions of your customer
11. How to deal with Customer problems and Complaints: Perfect problem solving techniques
12. Time Management Techniques: Effective techniques to manage your call time
13. Roleplay: We spend a good amount of time to physically practice our skills

DATES: Please contact us for the next available dates