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.

  • People starting out in a customer service career will benefit from this course.

  • First time customer service reps should take this course to prepare themselves for their new job.

  • How to take care of yourself while taking care of others

  • How to really listen to customers, not just hear their problems

  • How to be personable even when you're not there in person

Module Listings

confident-call-center-operator-talking-with-client.jpg

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