Call centers, whether we choose to embrace them or not, are an essential business element that are here to stay. Each phone interaction has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical three-day workshop. This course will help call center agents learn to make the very most of their telephone based work, and includes self-help practical skills for managing stress and remaining calm under pressure. This workshop will help you teach participants: The nuances of body language and verbal skills; aspects of verbal communication such as tone, cadence, and pitch; questioning and listening skills; how to deliver bad news and say "no"; effective ways to negotiate; the importance of creating and delivering meaningful messages; tools to facilitate better communication; the value of personalizing their interactions and developing relationships and vocal techniques that will enhance their speech and communication ability.
This two-day workshop will help you teach p...
To improve agents verbal skills To improve agents listening skills To improve agents questioning skills To be skilled...
Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Contact hours are between 9am to 4pm.
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Note: places are only fully secured once payment has been made.
|Tue 15 Aug 2017||3 Days||Provisional|
|Tue 10 Oct 2017||3 Days||Scheduled||Book Now|
|Tue 7 Nov 2017||3 Days||Scheduled||Book Now|
This course is a combination of the best we have to offer in Customer Service and Call Centre skills. We have combined our Customer Centric Employee Course and our Telephone Skills for Call Centres to give a powerful vitamin boost of essential knowledge and skills for anyone working in a high-stress call centre environment.
Note: information may change without notice.
Matric English and good English language ability. Some call centre experience would be beneficial.
For clients who want to enjoy the convenience of public transport, consider the Gautrain.
For more information you can download the official Gautrain brochure.