This course is accredited by the Services Seta and covers unit standard 7790 Level 3 worth 3 credits.

1 Day course

By the end of the course, participants should be able to:

• Define what is my role as a Call Center Agent

• Understanding the full use of telephone equipment

• Dealing with incoming calls as efficiently and politely as possible

• Stress the importance of acknowledging callers and keeping them informed at all times

• Describe standard telephone etiquette for answering calls, transferring calls and making calls

• Understand how to operate the telephone and contact centre equipment

• Ask probing questions to find out the purpose of the call and transfer to the correct person or department

• Capturing and logging the customer query on the computer information system

• Resolving customer queries promptly

• Prepare all necessary documentation and equipment prior to making an outgoing call

• Speaking eloquently and clearly on the phone

• The importance of ATTITUDE in my role

• Why should I be nice / civil to anybody

• Develop daily BEHAVIORS to be the best I can be

• Grooming myself for success

• Inviting Customers into the business with your superior TELEPHONE SKILLS

• Developing an understanding of Customer requirements by LISTENING

• Taking PRIDE in displaying courtesy and civility to others

• Clarify what is meant by customer service

• Explore who our customers are and what their diverse needs are

• Two way communication: open ended questions

• Use questioning techniques to identify specific needs of customers

• Explore the values and attitudes necessary for excellence in customer care

• Discuss my role and responsibilities when serving customers

• Dealing with customer queries effectively and efficiently

• How to handle conflict and conflict resolution techniques

• How to handle difficult customers and abusive callers

• Explain the importance of product knowledge in customer care

• Understanding how to deal with Confidential and non-disclosable information