Who is this course aimed at?

All current call centre staff or this course can be integrated into your existing induction programme, contact us for more information. Delegates on this course will learn to handle calls effectively through the use of role-play exercises and structured exercises

Prerequisites

None

Course content

Telephone service fundamentals
Good telephone service
Attitude and interpersonal skills
Greeting customers

Effective call handling
Identifying customer needs
Handling difficult calls

Complaint management
Dealing with complaints