Overview

Being a contact centre agent is an important role in any organisation. You are the front line that customers interact with most often. You provide the face of the company and often the only contact someone has with the business. Having some core skills to handle customer interactions effectively is essential. This pathway will help develop your contact centre skills and boost your confidence in dealing with customers and providing them an excellent experience.

Topics for this course include

• Introduction to Contact Centre
• Attitude
• Customer Service Excellence
• Answering the Telephone
• Showing Empathy
• Communication Skills
• Award Winning Telephone Techniques Part 1
• Award Winning Telephone Techniques Part 2
• Positive First Impressions
• Handling Difficult Customers
• Keeping your Customers Informed
• Fix the Customer First
• Award Winning Emails