Description
This course teaches students how to identify what challenges come from the situation, the caller, and the environment. Students will learn about the guidelines for providing excellent service and fulfilling the customers' needs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to effectively communicate with others through a group of practice activities & case studies.
Audience :
Individuals
High School Students seeking professional development.
University & Institute students.
University & Institute fresh graduates.
Corporate
Corporate professionals & call center employees seeking personal professional development.
Corporate training departments seeking employee development.
Topics :
Telephone service fundamentals
o Good telephone service
o Attitude and interpersonal skills
o Greeting customers
Effective call handling
o Identifying customer needs
o Handling difficult calls
Training Materials :
Thomson Course Technology
Labs :
This course includes several labs to ensure you will gain the targeted skills and experience.
Credential :
This course is both a stand alone skills based certificate & also part of the "YAT Business Diplomas"; "Call Center Professional Skills Diploma – Standard Level".
