Description

Our extensive Call Centre & Customer Service Training course will help your call center workforce reach its full potential. Our 10-module programme covers all the essentials for providing great customer service, from learning the fundamentals to honing communication skills and creating goals. Develop your questioning skills, master phone etiquette, and improve your public speaking abilities. Equip yourself with the instruments required to succeed in the fast-paced field of customer service with an emphasis on pragmatism and benchmarking. Become a light of excellence for your call center by partnering with us.

Key Features:

CPD Certified

Free Certificate from Reed

CIQ Approved

Developed by Specialist

Lifetime Access

Throughout this course, participants will first gain an understanding of the core competencies and knowledge required for work in contact centres and customer service. The nuances of phone etiquette will then be covered in detail, enabling them to speak with professionalism and effectiveness when on the phone. Learners will explore different types of questions and how to respond to them appropriately, enhancing their ability to assist customers efficiently.

They'll also learn techniques to speak confidently and skillfully, aiming to provide stellar customer service experiences. The curriculum emphasises key steps in handling customer interactions, setting achievable goals, and effectively closing conversations. Learners will gain insights into benchmarking performance and utilising various tools to support their customer service efforts effectively. Overall, this curriculum equips learners with the essential skills and knowledge needed to excel in call centre and customer service roles.

Course Curriculum:

Module 01: The Basics (I)

Module 02: The Basics (II)

Module 03: Phone Etiquette

Module 04: Types of Questions

Module 05: Speaking Like a Star

Module 06: Key Steps

Module 07: Goal Setting

Module 08: Closing

Module 09: Benchmarking

Module 10: Tools

Learning Outcomes:

Understand fundamental principles of call centre and customer service operations.

Master phone etiquette for effective communication in customer interactions.

Develop skills to handle various types of customer inquiries confidently.

Enhance verbal communication techniques to engage and assist customers effectively.

Implement key steps and strategies to achieve customer service goals.

Utilise benchmarking and tools for continuous improvement in service quality.

CPD

10 CPD hours / points Accredited by CPD Quality Standards

Call Centre & Customer Service Training 41:29 1: Module 01: The Basics (I) 05:23 2: Module 02: The Basics (II) 04:02 3: Module 03: Phone Etiquette 04:04 4: Module 04: Types of Questions 04:41 5: Module 05: Speaking Like a Star 02:59 6: Module 06: Key Steps 04:30 7: Module 07: Goal Setting 04:58 8: Module 08: Closing 03:32 9: Module 09: Benchmarking 03:34 10: Module 10: Tools 02:46 11: CPD Certificate - Free 01:00

Who is this course for?

Individuals aspiring for customer service or call centre roles.

Professionals seeking to enhance customer communication and service skills.

Job seekers aiming for entry-level positions in customer support.

Anyone interested in understanding call centre operations and customer service.

Individuals aiming to improve their communication skills in service-oriented roles.

Career path

Customer Service Representative

Call Centre Operator

Customer Support Assistant

Helpdesk Support Agent

Client Relationship Manager

Sales Support Executive

Certificates

Digital certificate

Digital certificate - Included

Reed Courses Certificate of Completion

Digital certificate - Included

Will be downloadable when all lectures have been completed.

Course Images

Call Centre & Customer Service Training

By Online Training Academy

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