This course focuses on developing assertive communication skills to confidently express thoughts, ideas, and needs in a contact centre to foster productive communication and build stronger customer relationships.
Learning Outcomes
Understand the different communication styles and the advantages and disadvantages of each;
Identify your communication style and understand your own behaviour preferences better;
Use “I” messages in speaking up for yourself;
Develop a more emotional intelligent response to situations and exercise better self-control and influence; and
Learn to be persistent.
What you will learn:
Defining communication styles
Verbal & non-verbal assertive communication
How to speak up for yourself to achieve the best results
Target Audience
Aspiring contact centre agents and customer service representatives.
Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.
The Contact Centre & Business Outsourcing Support (CC&BPO) programme is designed to equip you with the essential knowledge and skills required to excel in the dynamic world of customer service and business process outsourcing. You will gain a solid foundation in contact centre operations, customer...
The Communication in a Contact Centre programme is designed to foster rapport building, conflict resolution, assertive communication to create meaningful customer experiences....
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Enjoy a 0% interest payment plan spread over 6 weeks or 3 paydays.
Enjoy a 0% interest payment plan spread over 6 weeks or 3 paydays.
