Outcomes:

• Understand what customers want;
• Identify the basic customer care principles;
• Identify ways to connect with your customers;
• Use product and service knowledge to connect with customers;
• Learn how to build rapport using verbal and non-verbal communication skills;
• Use questioning and listening skills to identify needs and build rapport; and
• Apply knowledge and skills learned to provide effective customer service.

What you will learn:

• Customer service and customer care principles
• How to listen effectively and build rapport
• Non-verbal communication
• Creating a great value proposition

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.