'Call Centre & Customer Service Training Level 2' + 'Call Centre Agents Training Level 2 - Two Accredited Courses in 1

Course Highlights

• Internationally recognised accredited qualification
• 1 year accessibility to the courses
• Free e-Certificates
• Instant certificate validation facility
• Properly curated course with comprehensive syllabus
• Full-time tutor support on working days (Monday – Friday)
• Efficient exam system, assessment and instant results
• Access to the course content on mobile, tablet or desktop from anywhere anytime
• Eligible for **NUS Extra** card which gives you 1000’s of discounts from biggest companies.

Call Centre & Customer Service Training Level

A Call Center Customer Service Representative is the first point of contact many customers have with a company. These individuals are responsible mainly for taking orders, logging customer complaints and concerns, and explaining details about a product or service. If you want to improve your customer service skills then this course is suited to meet your need.

Call Center Customer Service Representatives must perform various tasks to ensure the successful daily operations of a call center. They might interact with customers in a variety of ways, such as in person, on the phone or through live chat. Some Call Center Customer Service Representatives who take customer orders might even be involved with processing payments. A Call Center Customer Service Representative must be knowledgeable about the products or services their company provides and have the ability to explain these in detail.

This course has multiple modules structured to improve your customer service skills and make you an indispensable member of your call center.

Call Centre Agents Training Level 2

Every phone call requires some sales and marketing service skills. The Call Centre Agents Training Level 2 course teaches you the verbal communication techniques with body language and gestures, the use of tone, pitch and cadence while speaking, and effective listening skills and asking the right questions and taking messages. Throughout the course, you will also learn how to receive warm and cold calls, and vocal techniques to boost speech and communication skills.

Finally, the course will teach you how to handle the challenging customers or complains and the useful negotiation techniques. The course also guides you the recent call centre trends and strategies for controlling stress.

COURSE CURRICULUM

Course 01: Call Centre & Customer Service Training Level

Call Centre & Customer Service Basics

Module One – Getting Started

Module Two – The Basics (I)

Module Three – The Basics (II)

Module Four – Phone Etiquette

Module Five – Tools

Module Six – Speaking Like a Star

Module Seven – Types of Questions

Module Eight – Bench marking

Module Nine – Goal Setting

Module Ten – Key Steps

Module Eleven – Closing

Module Twelve – Wrapping Up

Customer Service Skills

Understanding Customer Service

Identifying Customer Expectations

Providing Excellent Customer Service

Focusing on the Customer

Customer Service and the Telephone

Handling Complaints

Enduring Stress

Activities

Call Centre & Customer Service Training Level 2- Activities

Course 02: Call Centre Agents Training Level 2

Course Overview

What’s Missing in Telephone Communication?

Verbal Communication Techniques

Who are Your Customers

To Serve and Delight

Did You Hear Me?

Asking the Right Questions

Saying No

Sales by Phone

Taking Messages

Staying Out of Voice Mail Jail

Closing Down the Voice

Cold and Warm Calls

Developing a Script

Perfecting the Script

Handling Objections

Negotiation Techniques

It’s More Than Just a Phase

Phone Tag and Getting the Call Back

This is My Mentor

Stress Busting

News from Within

Assessment & Certification

Once you complete all the lessons/units, you are required to sit an exam which is multiple-choice. The pass mark is 60%. After successfully passing the exam you can obtain your certificate of achievement at an additional cost of £8 each.

There is no experience or previous qualifications required for enrolment in this course. It is available to all students of all academic backgrounds.

This course opens a new door for you to enter the relevant job market and also gives you the opportunity to acquire extensive knowledge along with required skills to become successful in no time. You will be able to stand out in the crowd after completing this course. You will also be able to add our qualifications to your Resume and make yourself worthy in the competitive job industry.

Currently there are no Q&As for this course. Be the first to ask a question.