Training Courses
Training Courses > Call Centre Communication Skills
Call Centre Communication Skills
Course Duration:
2 Days
Who Should Attend:
Call Centre personnel and supervisors, telephonists, help-desk staff, customer service staff and people who deal with inbound or outbound sales or client servicing calls. This programme can also be modified to suit the needs of Team leaders and Supervisors, in conjunction with our Supervisory Skills Team Leadership programmes.
Course Outcomes:
Day 1:
- Understanding the definition and role of front-line staff
- Defining and understanding Marketing and Customer Relations
- Identifying and understanding your company’s image
- Principles of & barriers to communication
- Developing professional telephone skills
- Improving listening skills (active & reflective listening)
- Understanding your customer
- Developing effective questioning & problem-solving techniques
- Understanding difficult customers
Day 2:
- The “Happy Prisoner” Concept
- Dealing with complaints efficiently, pro-actively and professionally
- Dealing with difficult, angry and irate customers
- Turning complaints into positive opportunities
- After-sales service and follow-up – Ensuring customer loyalty
- Telephone sales techniques
- Techniques for assertive communication
- Building co-operative relationships internally
- Building relationships and rapport externally
- Handling stress in a call centre environment
- Developing an attitude of personal responsibility
- Developing a positive attitude and happiness at work
Optional Module:
- Effective e-mail communication
