Call Centre / Contact Centre Training and
Telephone Etiquete Training

This Call Centre / Contact Centre Training and Telephone Etiquette Training course is offered throughout South Africa
– Cape Town, Durban, Johannesburg, Port Elizabeth –

We now offer this programme, and all our training courses as Virtual Training
to meet your unique needs arising from the COVID-19 Corona Virus epidemic.

Call Centre / Contact Centre Training

and Telephone Etiquette Training

This Call CEntre / Contact Centre Training and Telephone Etiquette Training is: Suitable for Call Centre / Contact Centre Operators, and employees involved in sales and customer service
Course Duration: 2 days NQF LEVEL: 4
Course Objective:
    Through this Call Centre / Contact Centre and Telephone Etiquette Training Course, your company will gain:
  • Increased sales and market penetration
  • Improved customer relationships
  • Customer loyalty
Course content and outcomes:
   Through this Call Centre / Contact Centre Training and Telephone Etiquette Training course, delegates will learn:
    • Getting the basics right
        – The fundamentals of customer service and sales
      • – Teamwork and the service chain
      • – Understanding the basic needs of every customer
    • – The 3 V’s of communication – and how to maximize them – even over the phone
    • Basic telephone skills essential for every employee involved in customer service and sales
        – First impressions formed on the phone
      • – Putting a smile in your voice
      • – Adopting a “yes we can” attitude
      • – The importance of tone of voice, pitch and rate of speech
      • – Time taken to answer
      • – Getting essential information to serve
      • – Questioning and probing techniques
      • – The dreaded “please hold”
      • – The dreaded “dead end” transfer
      • – Giving and taking messages
      • – Active listening skills
    • – Matching the communication style of your customer
  • The importance of attitude to be effective in sales & customer service
  • Understanding the importance of internal and external customers
    • Handling in-bound calls effectively
        – 5 critical things to do when opening an in-bound call
      • – Attentiveness and active listening
      • – Establishing the real need
    • – Administrative efficiency and follow up
    • Handling out-bound calls and direct sales effectively
        – Getting through the gate-keeper to the decision maker
      • – Effective enquiring
      • – Preparing a script
      • – Selling benefits
      • – Cross-selling and up-selling
      • – Handling objections
    • – Techniques for closing the deal
    • Handling difficult situations and problems relating to sales
        – Knowing your product
      • – Using your resources – the internal value chain
    • Handling complaints and irate customers
        – Why complaining customers are highly valuable
      • – Understanding the real issue behind the words
      • – Creating calm and giving reassurance

   To enrol delegates on this Call Centre / Contact Centre and Telephone Etiquette Training Course, click on the link below:

<font-size: “small”;color=”#FFFFFF”> Click here to register now  <font-size: “small”;color=”#FFFFFF”> Click here to contact us  <font-size: “small”;color=”#FFFFFF”> Click here for a list of our training programmes 
Share Button

All Training Courses