This course equips participants with the necessary communication skills to provide exceptional customer experiences in a contact centre environment, emphasising active listening techniques, building rapport, and creating value propositions.
Learning 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.
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.
