Micro Courses: Customer service basics

Call Centre Training

Phone skills are a highly valuable tool to have in an employee's skill-set, and the Call Centre training course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Objectives 

At the end of this course, participants will be able to:

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Course Content

  • The basics
  • Phone etiquette
  • Tools
  • Speaking like a star
  • Types of questions
  • Benchmarking
  • Goal setting
  • Key steps
  • Closing
  • Wrapping up

Who Should Attend?

Client facing staff, business development officers, and all those in client interaction roles.

Location                        Pricing (Ex. VAT)                             Dates

Nigeria                            N58,750                                           17th March, 21st April, 19th May,

                                                                                                     16th June, 20th July, 18 August,

                                                                                                     19th September, 11th October,

                                                                                                     7th November, 1st December 2016