Making Call Centres More Effective

Businesses that can provide a positive call centre experience will really set themselves apart from their competitors.
This course provides a straightforward introduction to the skills needed to be an effective call centre operative. Famous faces including Dawn French will show you how to resolve customer enquiries effectively and professionally. Set in everyday surroundings, the performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them.
By learning how to ‘read’ the customer, how to manage emotions and how to map the call by explaining the options and agreeing a solution, you will be able to remain calm, objective and 100% professional when dealing with difficult customers and situations.

You'll learn how to:

When you have completed this course, you will be able to:

• read the customer and assess their needs
• manage the customer’s emotions
• sympathise with the customer and show that you understand
• explain the options and agree a solution
• add value for the customer

How this course can help your business:

• Retain existing customers by listening to and dealing with their problems professionally
• Win new business through word of mouth
• Improve profitability through greater efficiency and increased customer satisfaction
• Identify and deal with business problems as they arise, minimising disruption to the business
• Improve business performance by tackling weaknesses and issues
• Retain and enhance your reputation

Course Code: 104198BT024