Call Centre Customer Service


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Have you just become a call centre customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-to-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call centre setting. This course for potential or new call centre agents is designed to introduce you to the necessary information and tools required to handle professionally customer service calls in a call centre environment. Becoming a good customer service representative requires having finely-tuned communication skills. Therefore, it is suggested that you work through the course "Call Centre Communication Skills" before beginning the Call Centre Customer Service course.

Target Audience
This series is targeted at new front line agents in a call centre.

Expected Duration (hours)
3.5

Lesson Objectives

Listening Skills

  • recognise the importance of using the appropriate listening technique.
  • use the skills required to listen actively to others.
  • identify examples of passive listening behaviour in different scenarios.

    • Customer Needs

  • recognise the importance of identifying customers' needs to ensure and maintain customer satisfaction.
  • use the appropriate listening, questioning, and empathy techniques to identify customer needs.
  • use confidence techniques to ensure customer satisfaction.

    • Difficult Situations

  • recognise the importance of handling difficult calls in a professional manner.
  • handle a difficult call in a professional manner.
  • apply basic customer service problem-solving principles to satisfy customer needs and expectations.

    • Course Number:
    CUST8113