On the Receiving End: Making Call Centres More Effective

Introduction

According to a 2007 survey [1], just 4% of people have had a good experience when dealing with a call centre – and more than one third of those questioned admitted to shouting and swearing at agents because they got so frustrated!  So those businesses that can provide a positive customer experience will really set themselves apart from their competitors.

On the Receiving End: Making Call Centres More Effective is a straightforward introduction to the skills needed to be an effective call centre operative. 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, call centre staff will be able to remain calm, detached and 100% professional when dealing with difficult customers and testing situations.

[1] Source: YouGov 2007

Who is the course for?

On the Receiving End: Making Call Centres More Effective is suitable for call centre staff who have received little or no formal training on how to deal effectively with difficult customers.

This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.

What will you get from this course?

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

Course features

Famous faces including Dawn French will show you how to resolve customer enquiries effectively and professionally.  The course follows three call centre staff as they take calls from every operator’s worst nightmare - customers who are fatuous, difficult, helpless and just downright rude!

Set in everyday surroundings, well-known 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.  The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin the course, you’ll take a short test to help identify any knowledge gaps. As you work through the course, you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

Telephone Behaviour: The Rules of Effective Communication
Complaints and Quality Management: Quality through Customer Service
Demanding Customers: Customer Care Made PERFECT

Course code

104198BT024

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