Professional Call Centre Management
(Short Courses)
Type of Training
Online / Coaching / Visual
Skills Focus Area
Customer Service
Duration
10 Days / 40 Hours
Methodology
Lecture & Case Study
Location
Via Zoom Platform / Offline
Participants / session
25 - 50 per session
Course Objectives
Starting a new career in customer service can be intimidating. How will you deal with all those people? New employee training can teach you how to turn on the lights and work on the computers, but you need to know more about the non-tangibles, the soft skills of getting along. This training will help you develop the soft skills you need to thrive when facing client’s day after day.
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People starting out in a customer service career will benefit from this course.
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First time customer service reps should take this course to prepare themselves for their new job.
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How to take care of yourself while taking care of others
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How to really listen to customers, not just hear their problems
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How to be personable even when you're not there in person
Module Listings
Chapter 1
Introduction to customer service
Chapter 2
Do’s and Don’ts of Customer Service
Chapter 3
What is a good customer service
Chapter 4
Anatomy of good customer service
Chapter 5
Dealing with customers
Chapter 6
Self-preservation in customer service
Chapter 7
Be an industry expert
Chapter 8
Respond in text to a client
Chapter 9
How to do a sample call
Chapter 10
Following up in customer service