Call Centre
Overview
In any efficient organisation, often the voice on the other end of the phone is the client’s first and most important point of contact. The call centre agent thus becomes the all important voice of the organisation.
Course Prerequisite
None
Course Outline
| This course consists of 7 Topics |
| Topic 1 |
Good Telephone Etiquette & Mannerisms
Speaking and Listening on the Phone
Top 10 Do's
Top 10 Don'ts |
| Topic 2 |
Attitude & Talking with Confidence |
| Topic 3 |
Customer Management |
| Topic 4 |
Managing for Excellent Service |
| Topic 5 |
Handling Difficult Calls |
| Topic 6 |
Employee Motivation |
| Topic 7 |
Stress Management |
| Duration |
1 day |
| Cost |
R1 200,00 (excl. VAT) |
| Includes |
Comprehensive Manual
Lunch & Refreshments
Electronic Certificate (on successful completion of the course) Electronic Trainer Feedback Report
Electronic Delegate Feedback Questionnaire |
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