| Course Overview | This programme is designed to assist staff working in a call centre environment and aims to raise their awareness and provide an understanding of the skills that staff require to better manage customer interactions and interpersonal situations. |
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| Designed For | All call centre personnel |
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| Key Subject Areas |
- Understand Your Organisation
- Personal Image
- Interpersonal Skills
- Assertiveness
- Frontline Skills
- Telephone Skills
- Team Work
- Managing Your Time
- Personal Goal Setting
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| Learning Outcomes | On completion of this programme, you will be able to:
- understand your organisation's structure, vision and image
- identify the appropriate personal image to project
- recognise and develop essential interpersonal skills
- identify obstacles to providing frontline service
- understand your customer service roles and responsibilities
- understand the customer service aspects of using the telephone
- know how to handle telephone calls with confidence and courtesy
- outline the sales process
- understand the sales track
- experience the stages of a team's development
- understand the roles of people in groups
- know how to improve productivity through effective use of time management skills
- develop an action plan incorporating specific and achievable goals.
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