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Leading Edge Training

Telephone Skills for Call Centres Course Details


To improve agents verbal skills To improve agents listening skills To improve agents questioning skills To be skilled in handling difficult customers To build awareness of providing excellent service to clients.

Audience:

All Call Centre agents new and experienced

Pre-Requisites:

None

Duration:

2 Days

Price:

$367.50 If you are currently resident in South Africa you will need to pay VAT at 14%.   *Discount available

Note: information may change without notice.

About Telephone Skills for Call Centres

This is by far the most common media used in Call Centers today. It is also Surprising on how little time and attention is given to building the skills needed for agents to be really successful in their function.Do not let your Call Centre build a bad reputation, train your staff in the methods and skills necessary for effective Call Centre operation

Course Outline


  • Call Centres purpose and functioning
  • Telephone Skills
  • Telephone Etiquette
  • Dealing with difficult customers
  • Quality measurements for agents
  • One more time,the customer is important

Delivery Method

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. Light finger meals are supplied for part time courses.

Scheduled Dates


There are currently no up and coming Telephone Skills for Call Centres courses scheduled.You may request that the course be scheduled. If you are interested please click here to fill out an enquiry form.

Gautrain

For clients who want to enjoy the convenience of public transport, consider the Gautrain. Our training premises in Woodmead is located near the Morning Glenn Mall Bus Stop. If organised by prior arrangement we will collect delegates from the afore mentioned bus stop at no extra charge. Direction to the bus stop are as follows:

Take the Gautrain to the Sandton station.
Take the S2 Bus to Morning Glenn Mall.
We will collect you at 8:30 directly from the bus stop.

Accommodation

Please submit a query on the course page and we will be able to advise you on hotels and guest houses close to the training facility.