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Developing Essential Customer Service Skills for Call Centre Agents

2 Courses Mega Bundle + 2 FREE PDF Certificate | Lifetime Access + FREE Exam & Tutor Support


Janets

Summary

Price
Save 7%
£13 inc VAT (was £14)
Offer ends 31 March 2024
Study method
Online
Duration
10 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
20 CPD hours / points
Certificates
  • CPD Accredited PDF Certificate - Free
  • CPD Accredited Hard Copy Certificate - £15.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

Embark on a transformative journey with our Housekeeper Training Courses, meticulously designed to not only equip you with essential skills but to redefine your approach to customer service. In a world where hospitality reigns supreme, mastering the art of customer engagement is paramount. Our course, an odyssey through twelve dynamic modules, unveils the nuances of exceptional service. We don't just teach; we inspire a paradigm shift in how you perceive and deliver service.

Learning Outcomes:

  • Comprehensive Customer Service Understanding: Grasp the fundamentals of customer service, transcending the ordinary to understand what sets exemplary service apart.
  • Effective Communication Strategies: Hone your communication skills, delving into the intricacies of phone etiquette, active listening, and managing challenging callers.
  • Intra-Organizational Dealings: Navigate the complex web of intra-organizational dynamics, emerging adept at managing interoffice calls and voicemail.
  • Problem-Solving Mastery: Develop a problem-solving toolkit specifically tailored for addressing customer issues over the phone, ensuring seamless conflict resolution.
  • Customer Relationship Management: Learn the art of building and maintaining customer relationships, laying the foundation for unparalleled rapport.
  • Inbound and Outbound Call Expertise: Acquire the skills needed to manage both inbound and outbound calls seamlessly, leaving a lasting positive impression.
  • Performance Measurement: Understand the metrics for measuring customer service success, enabling continuous improvement in service delivery.

Additional Bonus Courses

  • Course 01: Call Centre Based Customer Service
  • Course 02: Telephone Etiquette

✦✦✦ Enrol in our most sought-after bundle which will set you apart from the rest ✦✦✦

Standout features of studying with Janets:

  • The ability to complete the Call Centre Based Customer Service at your own convenient time
  • Online free tests and assessments to evaluate the progress
  • Facility to study Call Centre Based Customer Service from anywhere in the world by enroling
  • Get all the required study materials and supporting documentation after getting enrolled
  • Get a free E-certificate, Transcript, and Student ID
  • Expert-designed Call Centre Based Customer Service bundle with video lectures and 24/7 tutor support

CPD

20 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

This career-focused bundle is formulated to make you a good fit for the employment market. The affined ideas which you will acquire from this course will help you to confidently face the recruiter. Not only that, the proficiency that can be obtained after completing this training will add value to your resume and catch the attention of the employers. Therefore, make yourself a potential aspirant just by clicking on the enrol button and start your learning journey with us.

Course Curriculum :

  • Module 01: Introduction to Customer Service
  • Module 02: What’s Different about Good Customer Service?
  • Module 03: Customer Relationship Management
  • Module 04: Customer Service Communication Strategies
  • Module 05: Aspects of Phone Etiquette
  • Module 06: Building Rapport Over the Phone
  • Module 07: Inbound and Outbound Calls
  • Module 08: Active Listening and Managing Tough Callers
  • Module 09: Managing Interoffice Calls and Voicemail
  • Module 10: Problem Solving over the Phone
  • Module 11: Intra Organisation Dealings
  • Module 12: Measuring Customer Service

Method of Assessment

To successfully complete the bundle, students will have to take an automated multiple-choice exam for all the courses. These exams will be online and you will need to score 60% or above in each course to pass. After successfully passing the exams, you will be able to apply for the certificates.

After successfully passing the course exam, you will be able to apply for a certificate as proof of your expertise.

Who is this course for?

  • Aspiring call centre agents seeking foundational skills.
  • Existing agents aiming to enhance their service delivery.
  • Team leaders in call centres focusing on training and development.
  • Businesses aiming to uplift their call centre service quality.
  • Communication enthusiasts keen on phone interaction dynamics.
  • Front desk officers desiring to better phone communication.

Requirements

No prior qualifications are needed for Learners to enrol on this course.

Career path

  • Call Centre Agent: £18,500 per annum.
  • Customer Service Supervisor: £25,000 per annum.
  • Call Centre Team Leader: £28,000 per annum.
  • Customer Relationship Manager: £35,000 per annum.
  • Call Centre Quality Analyst: £24,000 per annum.
  • Telephone Communication Trainer: £30,000 per annum.

Questions and answers

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

Certificates

CPD Accredited PDF Certificate

Digital certificate - Included

CPD Accredited Hard Copy Certificate

Hard copy certificate - £15.99

A physical, high-quality copy of your certificate will be printed and mailed to you for only £15.99.

For students within the United Kingdom, there will be no additional charge for postage and packaging. For students outside the United Kingdom, there will be an additional £10 fee for international shipping.

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.